Care Navigation Coordinator, Substance Use Disorder

At Carrum Health, we have built a unique marketplace for specialty care with unparalleled patient experience

Since 2014, we have been rewiring a fundamentally broken healthcare system. By connecting large employers directly with the nation's top-tier providers, our platform replaces a flawed fee-for-service model with one that actually works. If you are passionate about solving complex economic problems, driving systemic change in our healthcare system, and thriving in a people-first culture, we want you on our team. As a high-growth health tech company, we are seeking high-performing, exceptional talent to scale our platform and ensure that anyone in the country facing a specialty procedure has access to the life-changing Carrum benefit. 

Our marketplace creates massive value for all stakeholders:

• For Employers (Demand): Predictable, transparent pricing that slashes specialty care costs by up to 45% and eliminates waste

• For Providers (Supply): Ability to gain market share while reducing administrative burden, empowering top-tier doctors to focus completely on delivering optimal care.

• For Members (Users): A life-changing benefit with dedicated concierges, VIP access to the nation's best specialists, and little-to-no out-of-pocket costs.

The hourly rate for this role is $23/hr - $26/hr depending on geography and level of experience, plus a bonus.

We are looking for a team of care navigators to help us continue to scale our operations as we continue to grow . The Care Navigation Coordinator, SUD will play a critical role in our success.

Reporting to your current manager, you will own stabilizing operations and be crucial in managing critical communication with our Centers of Excellence ( COEs) and ensure seamless coverage during staff absences; helping us ensure that our operations and business standards continue to be met at a high level. You’ve hustled, you’ve created, you’ve implemented, and you love the intensity of a startup in high-growth mode.

You’re excited about this opportunity because you will...

• Master the Big Picture: Gain a bird’s-eye view of the entire organization by working across multiple units rather than being siloed in one area.

• Enjoy Variety: Break the monotony of a fixed desk or routine; every week brings a new environment and a fresh set of challenges.

• Build Your Network: Become a "go-to" resource, building professional relationships with different teams and leadership figures across the company.

• Showcase Your Versatility: Prove your ability to remain calm and effective in shifting environments—a key trait for future leadership roles.

Key responsibilities

• Central Mailbox Management & Triage: Own the SUD team inbox—evaluating, prioritizing, and swiftly assigning incoming emails and clinical inquiries to the appropriate Clinical Care Navigators.

• End-to-End Travel & Stipend Logistics: Book travel arrangements (flights, hotels, ground transportation) and process client travel stipends under tight deadlines to ensure seamless member care transitions.

• Call Queue Backup & Inbound Triage: Serve as dependable backup coverage for the SUD incoming phone queue, answering calls, gathering initial information, and warm-transferring members to clinical staff as needed.

• De-escalation & Crisis Triage: Confidently manage escalated or distressed callers with empathy and composure, applying basic de-escalation techniques before immediately transferring to clinical leadership for crisis intervention.

• Financial & Expense Accuracy: Maintain high accuracy across all travel logs, expense tracking, and stipend disbursements to ensure compliance with internal audit standards.

• Operational Agility & Administrative Support: Pivot fluidly between high-volume administrative tasks, urgent operational needs, and shifting team priorities in a fast-paced environment.

Qualifications and Requirements

Education, Experience, and Core Competencies

• Substance Use Disorder (SUD) Environment Experience: Direct experience working within a SUD or behavioral health setting (e.g., as a Behavioral Health Tech, Intake Coordinator, Peer Support Specialist, or Administrative Assistant) supporting individuals on their recovery journey. Clinical licensure is not required.

• Crisis Management: Prior experience navigating crisis situations and utilizing basic de-escalation/risk assessment protocols preferred.

• Adaptability: Proven ability to learn new workflows quickly and pivot priorities on short notice in a fast-paced environment.

• Communication: Exceptional verbal and written communication skills with strong empathetic listening capabilities.

• Reliability: High level of punctuality and a flexible mindset regarding shift assignments, coverage, and emergency logistical needs.

Preferred / "Nice-to-Have" Qualifications

• Education: Bachelor’s degree in Social Work (BSW), Public Health (BSPH), Public Administration (BSPA), or a related human services field.

• Certifications: CPRSS / CPRS (Certified Peer Recovery Support Specialist), CRSS (Certified Recovery Support Specialist), CCAR Recovery Coach Academy (RCA) Certification

• Bilingual Skills: Fluency in Spanish (verbal and written).

• Behavioral Health Breadth: Direct patient-facing experience across broader behavioral health disciplines, including eating disorders, process addictions (gambling, sex, digital), and acute mental health needs

Why you’ll love working with us...

• We’re a hard-working, humble, and compassionate group motivated to solve the hard problems in healthcare today. You’ll work with talented, experienced co-workers from companies like Booz & Company, Teladoc, Hinge Health, Accolade, Angi, and Optum. 

• We champion a collaborative environment where team members can be autonomous, receive support and healthy feedback, and bring their authentic selves to work.

• We carve out time to celebrate our successes and have fun. We’re a remote-first company with employees all over the United States. We offer holistic employee support with flexible working hours, generous time off, paid parental leave, opportunities to connect virtually and in-person, and more.

• We embrace our team’s diversity of thought, experience, and interests and know that doing so makes us stronger as a company. Carrum has an active employee-led Diversity, Equity, Inclusion, and Justice (DEIJ) committee alongside several employee resource groups (ERGs) that support parents, women, and various underrepresented groups. 

• You’ll feel proud that the work you do each day directly impacts people’s lives in big and meaningful ways.

• Carrum is remote-first, but we believe the best work often happens in person. This role may include occasional travel for team offsites, client events, or company gatherings.

Other benefits:

• Stock option plan and performance bonus for eligible employees

• Flexible schedules and remote work

• Chicago and San Francisco offices available as an option

• Flexible PTO, within reason

• Summer Fridays (sign off @ 1pm local time)

• 15+ paid holidays, including Juneteenth, World Mental Health Day, and Carrum Health Day

• Annual holiday shutdown in December

• Paid parental leave

• Health, vision, and dental insurance

• Employee Assistance Programs (EAP)

• 401K retirement plan

About Carrum

Carrum Health’s mission is to change how we pay for and deliver specialty care. We offer self-insured employers and plan sponsors a value-based specialty care platform that connects their members with a rigorously vetted network of specialty care providers. Carrum’s transparent, all-inclusive bundled pricing, award-winning technology, and dedicated care navigation team help lower costs for both members and employers while delivering a superior member experience. Carrum is independently validated to reduce unnecessary procedures by as much as 30%, lower readmissions by 80%, and save employers up to 45% per episode of surgical care. Learn more at carrumhealth.com.

Since launching in 2014, we’ve partnered with top-quality providers across the nation including Cleveland Clinic,  Johns Hopkins, Mayo Clinic, Stanford Health Care, and a growing network of 1,400+ COEs. We serve hundreds of self-insured employers including Fortune 50 companies, such as United Airlines, US Foods, and Prudential, and public sector clients such as the States of Maine, Nevada, Tennessee, and Self-Insured Schools of California. 

The impact of our platform has been validated by a landmark RAND Corporation study, honored with prestigious awards from institutions like Harvard Business School & Harvard Medical School, and featured as a Harvard Business School case study. 

As a recognized digital health leader, Carrum is frequently covered by national media, including Bloomberg, Fast Company, Fierce Healthcare, Fortune, Los Angeles Times, Reuters, TechCrunch, and U.S News & World Report. Backed by $96M from top-tier investors including OMERS, Tiger Global Management, Revelation Partners and Wildcat Ventures, we’re only scratching the surface of our opportunity. Come join us. 

Carrum Health is an equal opportunity employer and encourages all applicants from every background and life experience. 

A Note on Recruitment Safety: To protect yourself against recruitment fraud, please note that Carrum Health will only communicate via an @carrumhealth.com email address. We do not conduct interviews via text or messaging apps, nor do we ever request financial information or fees during the hiring process. All authentic job openings are posted at carrumhealth.com/careers. If you are unsure about the legitimacy of a communication, please verify it via talent@carrumhealth.com.