Case Navigator

This is a remote position. Candidates must be flexible with their availability, including weekdays, weekends, and holidays, as schedules may vary based on client and business needs. Overtime may also be required, depending on demand.

The Company 

Think Research is an industry leader in delivering knowledge-based digital health software solutions. Our mission is to organize the world’s health knowledge so everyone gets the best care. We create cutting-edge, evidence-based healthcare technology solutions that support the clinical decision-making process, standardize care, and improve patient outcomes. For over a decade, our cloud-based, EMR-agnostic digital tools have empowered clinicians around the world and positively impacted millions of patients across the continuum of care – including primary physician care, acute care hospitals and surgical suites as well as community and seniors care. We are proud to serve as a trusted health system partner to a rapidly growing, global client base that spans five continents across more than 13,000 healthcare facilities, with a clinical audience of over 300,000 doctors, nurses and pharmacists. If you are looking to improve patient care and are passionate about technology — look no further.

Why Us?

• Fully remote work environment
• 4 weeks paid vacation plus 6 personal days
• It's not every day that you have the chance to change the way your friends and family are cared for - Make an impact!
• Be a part of the digital disruption happening in healthcare and do challenging, meaningful work
• We’re growing, and so will you with leaders who will support your development through mentorship and other opportunities
• Culture & Collaboration: Think Research is founded on five key values that drive what we do for our clients and for each other. Our core values are extremely important to us. Are they aligned with yours?

TEAMWORK: Win as a team. We win by working together and embracing inclusion. Our diverse strengths fuel our success.
HONOUR: Act with integrity. We act with honour, ethics and integrity, always.
INNOVATION: Drive customer-centric solutions. We embrace forward- thinking and empower our team to explore bold ideas that solve our customers’ most pressing challenges
NOTABLE IMPACT: Empower our customers and communities. We aim to surprise and delight our customers, users and communities through dedication and service.
KNOWLEDGE: Embrace continuous growth. We are curious and share our knowledge to fuel our progress, enabling us to adapt and thrive.

The Role

The Case Navigator will interact with clients and support them in their journey by completing assessments and routing them on the path forward to receive care.

You Will Have The Opportunity To:

• Answer and triage phone calls/ chats throughout the shift
• Review each client's case and assess the best path forward based on completed documentation and other tools provided
• Effectively discuss options with the patient and and route patient accordingly
• Provide clients with information and resources in a clear and effective manner
• Ensure that all data regarding the client and the case is captured appropriately within the software provided prior to closing a case
• Maintain the privacy and security of all confidential and protected health information
• Ensure all processes follow government mandated and regulatory compliance protocols
• Performs other duties as assigned
• Must be flexible to work weekends and Statutory Holidays

What You Will Bring

• Successful completion of a college diploma preferably in the field of Medical Office or Business Administration from an accredited educational institution
• Minimum of 2 years customer service experience in a health care environment and very comfortable with the Nova Scotia health care system
• Experience in a call center or triaging role
• Excellent interpersonal and communication skills
• Demonstrated ability to handle multiple tasks and prioritize work in an efficient and organized manner
• Well developed time management skills and can problem solve effectively
• Superior written/oral communication and presentation skills; excellent interpersonal and relationship building skills; ability to effectively convey factual information and detailed explanations
• Demonstrated ability to make decisions, exercise good judgment, discretion and initiative when dealing with confidential information and/or in responding to inquiries
• Cultural competence, respect, enthusiasm, compassion, reliability, dedication, client-centeredness
• Very comfortable with technology and software
• Self-motivated with a passion for providing high quality client services and building relationships

This is a full-time, remote position with an expected salary range of $50,000–$60,000 CAD annually, depending on experience and qualifications. Think Research does not require Canadian work experience for this role.

Think Research may use artificial intelligence–enabled tools to support parts of the recruitment process, such as application screening or candidate matching. These tools are used to assist — not replace — human decision-making.

Think Research’s Commitment to Diversity, Equity, Inclusion & Belonging

Think Research and all subsidiaries are proud to be an equal opportunity employer and is committed to creating a diverse and inclusive workplace, free of discrimination and harassment.
We provide equal employment opportunities (EEO) to all employees and applicants regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Think Research’s Commitment to Accessibility

We are committed to providing accommodations for people with disabilities. Should you require an accommodation, we would like to work with you to meet your needs.