Case Navigator

At Think Research, we use evidence-based digital health technology to make it easier for clinicians to deliver better care. Our solutions support clinical decision-making and improve patient outcomes across healthcare settings. If you’re passionate about improving patient care through technology, we’d love to hear from you.

The Role

As a Case Navigator, you’ll be a key point of contact for patients, helping them navigate the healthcare system and connect with the right care. You’ll complete assessments, understand their needs, and guide them toward the next step in their care journey.

This position is remote. All candidates are required to be shift flexible. Weekday, weekend, and/or holiday work will be required. Schedule can be changed as per client and business requirements. Additionally, overtime may be required depending on business requirements.

You Will Have The Opportunity To:

• Guide patients and site staff through visit readiness, authentication, and real-time technical troubleshooting across all care pathways.
• Handle incoming inquiries via the cloud communications platform to address non-clinical requests and route clinical issues appropriately.
• Coordinate specialist referrals, transmit complete documentation packages to regional health clinics, assist with booking diagnostic tests, and confirm receipt
• Effectively discuss navigation options with the patient and route patient accordingly
• Provide patients with information and resources in a clear and effective manner
• Ensure that all data regarding the patient and the case is captured appropriately within the software provided prior to closing a case
• Maintain objective, thorough, and precise documentation for all patient interactions in accordance with best practices
• Maintain the privacy and security of all confidential and protected health information
• Ensure all processes follow government mandated and regulatory compliance protocols
• Perform 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
• Demonstrated ability to handle multiple tasks and prioritize work in an efficient and organized manner
• 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
• Very comfortable with technology and software

Considered Assets

• Bilingualism in English and French
• 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

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 certain administrative aspects of the recruitment process, such as transcribing or summarizing interviews and meetings. AI tools are not used to screen, assess, or make decisions about candidates. All hiring decisions are made by our team.

Why Think Research

• Fully remote work environment, with a Toronto headquarters that supports in-person collaboration, connection, and team events when it adds value
• Competitive salary and benefits, including 4 weeks of paid vacation plus 6 personal days
• Meaningful work that directly impacts patient care
• Growth opportunities with leaders who support development through mentorship
• Culture & Collaboration: Our work is guided by five core values:
• TEAMWORK - Win as a team by embracing collaboration and inclusion
• HONOUR - Act with integrity, ethics, and accountability
• INNOVATION - Drive customer-centric, forward-thinking solutions
• NOTABLE IMPACT - Empower customers and communities through service and dedication
• KNOWLEDGE - Embrace continuous learning and shared growth

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.

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.