Care Navigator (Temporary, with Potential Conversion to Long-Term Role)

About Plume:

Plume Health is a passion-fueled, mission-driven company that is trans-founded with a vision to transform healthcare for every trans life. We hope to make gender-affirming hormone therapy easily accessible at the touch of a button in every state of the US.

This work is deeply personal and heart-driven, and we want teammates who care about the mission and the people we serve. For the right candidates, we present a rare opportunity to do well by doing good. Plume offers an affirming, trans-centered, culturally inclusive, and fun work environment filled with purpose.

About the Role:

At Plume, we envision a member experience that provides thoughtful, expert, timely, and gender-affirming care that celebrates and enhances the quality of life for every nonbinary and trans person. As a Care Navigator, you will be the first point of contact for members (patients), ensuring high levels of patient care and satisfaction in a remote, telehealth environment. Reporting to our Sr. Manager of Integrated Operations, your responsibilities will include fostering trusting relationships with members, supporting members' gender journeys and health and wellness goals by making referrals to Plume’s care and services and community resources, supporting members in mental health crisis, responding to and triaging current members inquiries, and ensuring accurate and timely data entry and documentation.

Some essential strengths of the Care Navigator should be building trusting relationships, strong verbal and written communication, problem-solving, and an excitement for working in a constantly growing and evolving startup environment.

This is a direct hire role planned for 6 months with the potential to convert to a long-term role following the initial period.

• Provide high-quality and meaningful support to Plume members to support their gender journey needs and achieve improved health and wellness outcomes:
• Cooperatively manage resource navigation and care coordination for a population living with complex and fluid needs to support their gender journey, health, and wellness. 
• Assist in the design, implementation, and optimization of workflows for scalable navigation and coordination programs and pilots
• Establish trusting relationships with members while providing high-quality, meaningful, and collaborative support
• Coordinate personalized support for members by identifying and addressing their individual needs and barriers 
• Effectively identify needs and connect members to Plume and community health resources to support member needs.
• Provide timely, attentive, and empathetic responses to member mental health crises, needs, and inquiries; triaging communications to the appropriate care team staff
• Actively listen, empathize, and appreciate the vulnerability of members willing to share their gender-affirming journey challenges.
• Maintain professional boundaries and confidentiality, seeking consultation and support with complex member situations.
• Complete accurate and thorough documentation and record-keeping in a timely manner.
• Understand and comply with the confidentiality of personal information and HIPAA compliance.
• Expect collaboration, shared-decision making, and partnership across clinical and non-clinical care team members. 

• A strong understanding and appreciation for the trans experience and a desire to increase access to gender-affirming care
• 1+ years of direct professional experience working with the trans community in a community or healthcare-based setting
• 2+ years of experience with patient navigation, social work, care coordination, and/or case management
• Experience creating action plans, resourcing, care planning, and/or care coordination 
• Comfortability using technology to support members without in-person contact (telephone, patient portal chat, virtual visit platforms, etc.)
• Experience using electronic health record systems and scheduling platforms to ensure accurate appointment scheduling, management, and documentation
• Strong propensity towards quickly building and maintaining relationships
• Empathetic and versed in motivational interviewing and trauma-informed care principles
• Ability to creatively problem-solve complex and difficult-to-navigate challenges
• Skillful in strategic thinking and time management
• Basic knowledge of all related computer and software applications such as Microsoft Word, Outlook and Excel, and Video Conferencing; G-Suite preferred

Applications for this role will be accepted until Friday, February 7th.

All Full-Time Employees are Eligible for:

• Ground-Floor Equity (Series B)

• Free Medical, Dental, and Vision on the first of the month after you start full-time work

• Unlimited PTO

• 11 paid holidays and company shut-down for a week in December

• 401(k)

• Free Plume and BetterHelp Subscriptions

Everyone associated with Plume gets the major benefit of having the best coworkers you could imagine if you love fiercely intelligent, heart-forward, and mission-driven collaborators.

At Plume, we structure our compensation to reflect cost-of-living differences across regions. Our salary tiers are based on the cost of living relative to the national average. We use these tiers to maintain fair and competitive compensation across all locations. Tier placement will be discussed during the offer stage.

Plume is an equal-opportunity employer. Trans and gender-nonconforming individuals are strongly encouraged to apply, particularly those who identify as People of Color. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law. We will provide reasonable accommodations to individuals with disabilities upon request. Please let us know if you require any accommodations to apply or interview for this position.

Only those legally authorized to work in the USA are eligible to apply; residency in the USA is a requirement of employment for this role.

Discover more about Plume at www.getplume.co and become part of our award-winning journey towards transforming healthcare for every trans life. Join us today in shaping the future of healthtech and LGBTQ+ care!

Please be aware that employment scams are on the rise. Plume will only contact candidates using an official "@getplume.co" email address. Plume does not conduct interviews via email and will never request banking information through text or email. Please protect your information!