Job Description: Clinical Navigator

About TailorCare

TailorCare is transforming the experience of specialty care. Our comprehensive care program takes a profoundly personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By carefully assessing patients' symptoms, health histories, preferences, and goals with predictive data and the latest evidence-based guidelines, we help patients choose and navigate the most effective treatment pathway for them every step of the way.

TailorCare values the experiences and perspectives of individuals from all backgrounds. We are a highly collaborative, curious, and determined team passionate about scaling a high-growth start-up to improve the lives of those in pain. TailorCare is a remote-first company with our corporate office located in Nashville.

About the Role

As a Clinical Navigator, you will serve as a licensed physical therapist responsible for delivering exceptional, patient-centered care navigation to individuals managing musculoskeletal (MSK) conditions within a virtual, high-volume call center environment. You will use your clinical expertise, communication skills, and compassionate approach to serve as a trusted advocate for your assigned patients—from initial contact through care plan execution and program graduation.

This role manages the intake process, focusing on direct patient interaction, evidence-based care navigation, and personalized education and motivation.

Responsibilities

Patient Navigation

• Conduct clinical intake assessments and gather key information to evaluate patients’ MSK conditions, identify goals, and determine treatment needs.
• Build trust-based relationships using empathy, clinical insight, and motivational interviewing techniques.
• Provide education, shared decision-making, and guidance to help patients understand treatment options and commit to evidence-based care plans.
• Monitor patient progress and proactively provide motivational coaching to support therapy adherence and celebrate key milestones along the care journey.
• Identify and address barriers to care (physical, emotional, behavioral, or social) through personalized strategies and interventions.
• Serve as a liaison between patients, care teams, and external providers to ensure continuity and coordination of care.
• Deliver timely clinical updates and communicate key milestones or concerns throughout the care journey.

Team Collaboration

• Escalate complex cases to appropriate team members for additional support or clinical decision-making.
• Partner with care team members across the organization to ensure seamless patient experiences.
• Provide peer support by sharing patient communication insights and reinforcing best practices.
• Participate in team meetings, knowledge-sharing forums, and workflow alignment sessions to enhance collaboration and productivity.

Documentation & Efficiency

• Accurately document all patient interactions and assessments.
• Adhere to established protocols for call times, assessments, etc., balancing personalized interactions with efficiency, time management, and productivity.
• Perform other duties as assigned.

Qualifications

Required

• Doctor of Physical Therapy, Doctor of Physiotherapy (DPTs), or Master of Physical Therapy (MPTs) required.
• Current, unrestricted PT licenses in Texas and Colorado (Compact License strongly preferred).
• Bilingual in English and Spanish.
• Willingness to obtain additional licensure in new states based on TailorCare’s market expansion.
• Minimum 2 years of relevant experience in physical therapy or MSK-related clinical roles.
• Strong written and verbal communication skills tailored to clinical and non-clinical audiences.
• Experience using data to optimize clinical workflows and identify opportunities for improved patient outcomes.
• Demonstrated ability to navigate fast-paced, evolving environments with autonomy and accountability.
• High comfort level with technology, including Google Suite, CRMs, dual-monitor workflows, and real-time communication platforms.