Care Coordination & Navigation Specialist (CCNS)

Are you looking for a role in a company that's solving one of the greatest challenges of our lifetime? Ophelia helps people end their opioid use and restore their quality of life with respect for their time and dignity. Our mission is to make evidence-based treatments for opioid use disorder (OUD) accessible to everyone... and we're looking to bring more people onto our team to help us achieve it. Ophelia is a venture-backed, healthcare startup that helps individuals with OUD by providing FDA-approved medication and clinical care through a telehealth platform. Our approach is discreet, convenient, and affordable. We've been successfully operating in 14 states for almost six years and we're excited to continue our growth. We are a team of physicians, scientists, entrepreneurs, researchers and White House advisors, backed by leading technology and healthcare investors working to re-imagine and re-build OUD treatment in America. About the Role We're looking for an experienced Care Navigator or Care Coordinator to join our virtual program serving patients in Pennsylvania, New Jersey, New York, and Delaware (with more to come!). This role combines direct patient engagement with substantive case management — you'll be a first point of contact for patients reaching out with a need, and you'll also carry your own caseload, building individualized care plans and seeing needs through to resolution. Most patients come to us with more than one open need at a time, and the barriers they face are specific: a particular insurance rule, a program with a waitlist, a resource that exists in one county and not another. You'll move fluidly between fast-turnaround patient support — scheduling, triage, troubleshooting — and the slower, more deliberate work of researching resources and following a case to confirmed resolution. The care navigation program at Ophelia currently primarily serves patients in our Centers of Excellence (CoE) in Pennsylvania, and navigation happens virtually — mostly over SMS, with phone, EMR messaging, and Zoom as needed. You'll work closely with a clinical team who are active in the same patient records, and you'll document your work as you go so the whole team stays informed. This is a good fit for someone who is comfortable building trust with patients through consistent, purposeful contact over time, moves easily between high-volume triage and focused casework, and understands that in a virtual care setting, good documentation is part of good care. This role reports to the Manager of Care Navigation. What You'll Do Patient Engagement & Triage Serve as a first point of contact for inbound patient communication, quickly assessing urgency and either resolving the request or triaging it to the appropriate team member Support scheduling of visits with the clinical team, help improve visit attendance, and coordinate UDS logistics Maintain and update patient data accurately across systems Troubleshoot technology issues patients encounter with our platforms Practice active listening, empathy, and solution-focused approaches — providing emotional support, de-escalation, and education as needed Care Navigation & Case Management Manage an active caseload of patients, developing and maintaining individualized care plans Reach patients by SMS and phone to assess needs, clarify barriers, and keep cases moving — building rapport through consistency rather than long sessions Research targeted resources for each patient based on their specific situation — insurance status, location, income, and the actual barrier they're facing Follow cases through to confirmed resolution Escalate the most complex cases for specialist support, and facilitate step-down back to your caseload when appropriate Resource Coordination Maintain current knowledge of resources, programs, and eligibility rules across PA, NJ, NY, and DE Navigate public benefit systems including Medicaid, SNAP, transportation assistance, housing programs, and behavioral health ser…