Full-time

Join our team as a Care Associate! In this pivotal role, you'll be the heart of facilitating Family First services for our caregivers. You'll collaborate closely with various internal teams to ensure timely and accurate case/consult completion, guaranteeing full caregiver satisfaction. 

Your exceptional customer service skills and deep knowledge of Family First services will shine as you efficiently manage incoming and outgoing phone calls, transfer calls to clinicians, schedule intakes and other appointments, and obtain necessary clinical documents and resources. All to provide the highest level of member service.  Join our team and make a difference today! 

Essential Job Functions*

• Provide exceptional service to members, representing Family First and our services in a professional, member-focused manner through a variety of communication channels including incoming and outgoing calls, emails, and chats 

• Handle inbound calls daily to ensure timely responses to member requests and services. Make outbound calls in response to portal inquiries. 

• Extract relevant information to determine member eligibility and appropriate actions 

• Ensure clear, concise, and thorough case documentation in the appropriate systems 

• Communicate daily with members, clients, and management both in writing and by telephone 

• Schedule member intake appointments as required 

• Under the direction of Care Experts, facilitate member care coordination needs, this includes but not limited to, scheduling appointments for members, following up on medical record requests, identifying community resources, etc. 

• Ensure the highest quality and timeliness for all outgoing reports and communications

• Other duties as assigned. 

Preparation, Knowledge, Skills & Abilities

• Bilingual: English and Spanish preferred. 

• Education and Experience: College degree or equivalent; 5+ years of experience in a customer-oriented environment, preferably in healthcare or pharmaceutical industries. Preference given to care management support roles. 

• Empathy and Listening: Demonstrate empathy and actively listen to members. 

• System Navigation: Proficient in navigating multiple internal systems to support member enrollment. 

• Problem Solving: Superior problem-solving and organizational skills. 

• Medical Knowledge: Familiarity with medical terminology is highly preferred. 

• Call Center Experience: Experience in a call center or support team preferred. 

• Technical Proficiency: Skilled in using technology, including CRMs, Microsoft Office, and telephony systems. 

• Communication Skills: Ability to write clear and proficient call synopses. Excellent telephonic communication skills with the ability to explain concepts clearly and articulately. 

• Customer Focus: Proven ability to exceed customer expectations with a focus on member engagement and enrollment. 

• Organizational Skills: Excellent organizational skills with the ability to manage multiple, competing priorities. 

• Adaptability: Ability to learn new processes and adapt to changes in a fast-paced working environment. 

• Teamwork and Independence: Ability to work independently and as part of a team.  

Supervisory Responsibility

• None. 

Working Conditions / Physical Demands

• Normal office environment. 
• Position is fully remote. 

Compensation & Benefits

• $20-24/hour 
• 401(k) with company matching contribution  
• Health insurance 
• Dental insurance 
• Vision insurance 
• Life insurance
• Health savings, flex savings and dependent childcare accounts
• Paid time off 
• EAP and caregiving support
• 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.

Full-time

Join our fully remote, dynamic team as a Care Expert! You'll be at the forefront of guiding members through intricate caregiving scenarios, collaborating with a seasoned multidisciplinary team. Your primary mission? To actively listen, prioritize members' needs, answer their questions, and advocate passionately for their needs.  

With your professional expertise, you'll be identifying critical caregiving challenges, crafting collaborative plans with caregivers, and aligning them with the best benefits, solutions, and community resources. Your top-notch advocacy will ensure members receive the support they need. You'll tackle complex caregiving situations head-on, offering management, psychosocial support, guidance, and care coordination. Your efforts will be pivotal in reducing risks and significantly enhancing health and wellness outcomes. 

Essential Job Functions*

• Build rapport and foster a safe and trusting environment for caregivers to share personal and sensitive stories related to their caregiving journey  

• Deliver coordinated, personalized virtual caregiving support to reduce burnout and improve overall wellness and health outcomes 

• Responsible for creating impactful caregiving plans and coordinating outcome-driven solutions in collaboration with our members and multidisciplinary team. Utilize keen active listening and motivational interviewing to tailor caregiving blueprints to specific caregiving situations. 

• Identify and triage caregiving challenges, showcasing your prioritization skills. Provide direct support to members as they navigate complex caregiving situations, treatment pathways, benefits, and the broader healthcare system. 

• Provide care coordination or delegate effectively ensuring you meet case timelines and deliver a world class service to caregivers.  

• Monitor caregivers’ progress and adjust caregiving plans as needed.  

• Advocate for and empower members to collaborate with community providers to ensure coordinated care, when necessary.

• Directly provide caregiving coaching to empower caregivers and increase their knowledge base 

• Support caregivers through various experiences, including hospitalizations, care transitions, facility placements, and determining eligibility for state-funded programs and community services. 

• Other duties as assigned. 

Preparation, Knowledge, Skills & Abilities

• RN, LSW, LCSW, or certification in care or case management required. CMC, CCM, BCPA, highly preferred 

• 5+ years’ experience working in care or case management, telehealth setting is a plus 

• Case/Care Manager certification required within 1 year of employment  

• Comfortable working with a wide variety of conditions and caregiving situations 

• Training/experience in motivational interviewing or health coaching preferred 

• Be highly empathetic. We work with members and their families who are going through challenging times. Ideal candidates practice empathy and validation, reassuring members that we are available to help them and build connections with members and their families. 

• Thrive in a busy environment and are passionate about delivering excellence. You'll need to work efficiently and meet role-specific metrics without compromising on quality. Good judgment in balancing priorities is essential to succeed with us. 

• Embrace flexibility and adaptability.  We are a dynamic and ever evolving environment.  Your ability to stay comfortable and agile amidst growth and change is key to team success.  

• Be able to work flexible shifts to meet the business needs 

• Prioritize caregiver’s security by adhering to security and HIPAA regulations and organizational policty.  

• Be friendly, responsive, and eager to collaborate and learn with our team. 

• Possess the professional maturity to work remotely and ensure a positive and pleasant caregiver experience 

• Strong verbal and written communication skills are essential. You'll spend significant time on the phone with caregivers, families, and colleagues, gathering clinical histories, answering questions, and succinctly summarizing findings. 

• Strong competence and ability to use technology, including but not limited to CRMs, EMR/EHR, telephony systems and Microsoft Office.  

• Work effectively with multidisciplinary clinical and non-clinical teams to provide caregivers with a seamless, high-quality care experience. 

• Demonstrate knowledge about cultural and socioeconomic issues impacting caregivers and skilled in coordinating all available resources to support them effectively. 

• Excellent grammar, attention to detail, and efficient at writing medical information in easy-to-understand, caregiver-centric language. 

Supervisory Responsibility

• None. 

Working Conditions / Physical Demands

• Normal office environment. 
• Position is fully remote. 

Compensation & Benefits

• $60-85K/year
• 401(k) with company matching contribution  
• Health insurance 
• Dental insurance 
• Vision insurance 
• Life insurance
• Health savings, flex savings and dependent childcare accounts
• Paid time off 
• EAP and caregiving support
• 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.