To be the best requires hiring the best.

Family First’s Care Experts are independent, creative advocates for families navigating caregiving challenges. Operating at the top of their license, they blend clinical expertise with empathy to improve lives and health outcomes through virtual care management.

Beyond clinical guidance and logistics, Care Experts provide much-needed psychosocial support and strategic insight. The result is an experience that consistently earns satisfaction scores above 90% from our members.

JOB FUNCTIONS*

As a member of our team, you’ll:

• Work independently — and with support from your Care Team — to improve members’ lives and health outcomes through the delivery of virtual care management.
• Develop creative and solutions-oriented care plans tailored to members’ unique needs.
• Guide members through complex caregiving journeys, helping them navigate treatment pathways, acute health episodes, benefits, and the broader healthcare system.
• Foster seamless care coordination by engaging with local providers and other resources.
• Work alongside like-minded and driven colleagues on a multidisciplinary team.
• Build compassionate and trust-based relationships through consistent follow-ups and ongoing support.
• Other duties as assigned

REQUIREMENTS

• RN, LSW, LCSW, or certification in care/case management required; CMC, CCM preferred
• 5+ years of experience in care or case management, with expertise in a broad range of medical conditions
• Experience with motivational interviewing or health coaching with a sensitivity to cultural and socioeconomic factors
• Exceptional attention to detail, with the ability to translate complex medical information into clear, member-friendly language.
• Highly-efficient team player, able to meet performance metrics while maintaining quality.
• Professional and adaptable in a fast-paced remote environment, with the ability to work varied shifts
• Strong verbal and written communication skills; proficient in using technology, including CRMs and EMR/EHR systems
• Strict adherence to HIPAA regulations and privacy protections

BENEFITS

• $60-85K/year
• 401(k) with company matching contribution  
• Paid time-off 
• Health, dental and vision insurance 
• Life insurance
• Tax-friendly savings accounts for health and childcare expenses.
• Family First’s caregiving benefit
• Eligibility for applicable certification reimbursement

WORKING CONDITIONS

• Full remote position
• Normal office environment

BENEFITS

• $60-85K/year
• 401(k) with company matching contribution  
• Paid time-off 
• Health, dental and vision insurance 
• Life insurance
• Tax-friendly savings accounts for health and childcare expenses.
• Family First’s caregiving benefit
• Eligibility for applicable certification reimbursement

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job.  The above is not intended to be an exhaustive list of all responsibilities and duties required. 

*External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

As a Care Associate at Family First, you’ll play a key role in supporting our caregivers and ensuring they receive timely, high-quality service. You’ll work closely with internal teams to manage caregiver cases from start to finish—scheduling appointments, coordinating care, and providing top-notch support every step of the way.

This role is ideal for someone who’s highly organized, great with people, and comfortable navigating systems and processes in a fast-paced setting.

JOB FUNCTIONS*

As a member of our team, you’ll:

• Support caregivers directly by handling incoming and outgoing calls, emails, and chats—responding with empathy, accuracy, and professionalism
• Schedule and coordinate services, including intake appointments, follow-ups, and other care-related needs in collaboration with our clinical team
• Gather and manage key information, such as eligibility details, clinical documentation, and community resources, to move cases forward smoothly
• Ensure accurate documentation by recording all interactions, updates, and outcomes in our internal systems
• Collaborate across teams to resolve caregiver needs quickly and ensure high-quality, timely service delivery
• Maintain service excellence by following up on open items, identifying roadblocks, and keeping caregivers informed every step of the way
• Other duties as assigned.

REQUIREMENTS

• Bilingual in English and Spanish and familiarity with medical terminology preferred.
• 5+ years of experience in a customer support role, ideally in healthcare or care management. Experience in call center preferred.
• Friendly and empathetic communicator equipped with superior problem-solving and organizational skills.
• Highly-efficient team player, with the ability to navigating multiple internal systems to support member enrollment.
•  Able to work independently and collaboratively in a fast-paced remote environment, with the ability to learn new processes and adapt to change.
• Proven ability to exceed customer expectations with a focus on member engagement and enrollment.
• Strong verbal and written communication skills; proficient in using technology, including CRMs, Microsoft Office and telephony systems.
• Strict adherence to HIPAA regulations and privacy protections

BENEFITS

• $20-24/hour
• 401(k) with company matching contribution  
• Paid time-off 
• Health, dental and vision insurance 
• Life insurance
• Tax-friendly savings accounts for health and childcare expenses.
• Family First’s caregiving benefit
• Eligibility for applicable certification reimbursement

WORKING CONDITIONS

• Full remote position
• Normal office environment

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job.  The above is not intended to be an exhaustive list of all responsibilities and duties required. 

*External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.