Street Medicine-Scope Care Navigator

The Opportunity

The Street Medicine – Scope Care Navigator is a hybrid social support role that conducts telephonic intakes and assessments with patients. This person will support patients experiencing homelessness in our Street Medicine program and will also cover inbound and outbound queues for Scope, conducting pre-visit assessments. The role is a critical first point of contact, by phone and, as needed, for individuals in encampments, shelters, and other community settings. The navigator gathers health and social history, screens for needs, and connects patients to the right level of care and community resources.

The ideal candidate brings strong interviewing skills, empathy, and resourcefulness, along with practical healthcare knowledge and a real passion for community health, patient support, and improving access to care. They are comfortable in a high-volume, call center–style environment. That means spending most of the day on the phone, meeting productivity and quality standards, building rapport quickly with a vulnerable and often underserved population, and turning conversations into clear, actionable documentation for the clinical team.

What you’ll do

As a Street Medicine – Scope Care Navigator, you'll often be a patient's first point of contact with our care team. That contact happens by phone and as needed, in encampments, shelters, and other community settings. Many of the people you serve are disengaged from or distrustful of traditional healthcare, so you'll use a trauma-informed, non-judgmental approach to build trust and engage them in care. Through warm hand-offs and follow-up outreach, you'll keep patients connected to the care team over time.

Most of your day is spent on the phone in a high-volume, call center–style environment. You'll handle inbound and outbound queues, running telephonic intakes for people experiencing homelessness in our Street Medicine program and pre-visit assessments for Scope patients. On each call you'll use standardized health, psychosocial, and risk/needs assessments that cover medical history, chronic conditions, medications, behavioral health, substance use, housing status, and social determinants of health. You'll need a working knowledge of basic health concepts to guide these conversations. You'll also need the judgment to recognize urgent clinical needs and escalate them to clinical staff right away.

This is a structured, metrics-driven role. You'll be expected to meet productivity, response-time, and quality standards while following call scripts, workflows, and escalation protocols. You'll log every contact attempt and outcome in our telephony and call management systems, including soft phone platforms and disposition coding. You'll also take part in regular call monitoring, QA reviews, and coaching. Just as important, you'll adapt your tone and pacing to each person. You'll build rapport quickly, de-escalate when needed, and gather sensitive information with empathy and professionalism.

Many patients' needs go beyond the medical. You'll work alongside our community health workers and help them connect patients with community resources as needed. At times, you may also need to follow up with a provider on escalated calls to confirm the right connections were made and protocols were followed. You'll work closely with street medicine providers, medical assistants, and case managers. You'll keep accurate, real-time, HIPAA-compliant documentation in the EHR so the care team knows what each patient needs. You'll also track outcomes and follow-up status on program dashboards, which supports reporting and quality improvement.

Other duties as assigned, including administrative tasks that support day-to-day care coordination and the broader healthcare team's operations.

Who you are

Required Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred

• 2+ years in case management, social work, care coordination, call center operations, community outreach, or a related patient-facing healthcare or social services role

• Lived experience or significant experience working with underserved populations

• Familiarity with community resources, public health programs, and social services in the area

• Working knowledge of basic health assessment concepts (health history, common chronic conditions, medication basics) sufficient to conduct a structured health intake

• Familiarity with social determinants of health and community resource navigation (housing, benefits, behavioral health, substance use services)

• Strong interpersonal and communication skills, with the ability to handle complex situations effectively

• Strong phone-based communication skills: able to build rapport, de-escalate, and gather sensitive information with empathy and professionalism

• Comfort working in a high-volume, metrics-driven phone environment

• Comfort working with individuals experiencing homelessness, trauma, mental illness, and/or substance use disorders

• Excellent documentation skills and comfort working in an EHR or care management system

• Passion for community health, patient support, and improving access to healthcare services

Preferred Qualifications

• EMT, CPXP, patient experience, or similar health systems or clinical support credential

• Bilingual (Spanish or other languages common in the service area)

• Prior experience with Street Medicine, homeless health services, ECM, or similar safety-net settings

• Prior call center, contact center, or telephonic care management experience in a healthcare setting

• Experience with motivational interviewing or trauma-informed care approaches

• Direct outreach experience in encampments, shelters, drop-in centers, or other community settings

Physical Requirements

• Ability to sit and/or stand for prolonged periods of time

• Ability to communicate with others to exchange information

• Ability to use and/or type on a laptop/keyboard

• • Ability to wear a headset and speak by phone for extended periods

Benefits

• Stock-options package
• Health benefits include medical, dental and vision
• 401K
• Long-term disability
• Unlimited PTO
• Life insurance
• Paid Leave Program