Care Concierge, US Remote

About Carewell

Carewell is a category-defining business dedicated to providing trusted caregiving solutions and support for individuals and families. Through Carewell Family Services, we extend our commitment beyond products to person-centered navigation, care coordination, and advocacy services that address both medical and social needs. Our approach emphasizes compliance, scalability, and high-quality patient experiences while working in close partnership with clinicians and community resources to support better outcomes.

About the Role

This is an opportunity to join a growing care navigation program at a moment when your contribution will directly shape how it scales. As a Remote Care Concierge, you are the steady presence in a patient's healthcare journey — the person who keeps all the moving pieces connected, translates what matters, and makes sure nothing falls through the cracks.

You will support older adults managing serious, high-risk chronic conditions — heart failure, COPD, diabetes, dementia, cancer — through proactive care coordination, education, and advocacy. This is remote work with deep human connection: you will build trust with patients over time, help them navigate a complex healthcare system, address barriers to care, and partner with clinical teams to support better health outcomes.

The right person brings healthcare experience, genuine empathy for vulnerable populations, and the self-direction to manage a caseload independently. You understand that meaningful care navigation isn't measured by task completion — it's measured by a patient who feels supported, understands their options, and can access the care they need.

What You'll Do

Patient Engagement & Relationship Building

• Serve as the primary point of contact for enrolled patients, building trust and rapport over time through consistent, compassionate outreach
• Conduct regular check-ins with patients to assess their health status, care needs, and social barriers — meeting them where they are emotionally and practically
• Maintain a caseload of approximately 75-150 patients, prioritizing outreach based on clinical acuity, recent transitions, and care gaps
• Build relationships with patients' family members and caregivers when appropriate to support coordinated care
• Employ multiple outreach strategies — calls, texts, letters, varied timing — to engage hard-to-reach members, adapting your approach based on what you learn about each individual rather than repeating the same steps

Care Navigation & Coordination

• Navigate patients through the healthcare system — coordinating appointments, facilitating communication between providers, and ensuring care plans are understood and actionable
• Serve as a liaison between patients, primary care providers, specialists, pharmacies, home health agencies, and community resources
• Proactively coordinate with PCP offices to push through referrals, prior authorizations, and medication changes — following up persistently until the task is completed, not just submitted
• Support medication adherence by identifying barriers, educating on proper use, and escalating discrepancies or concerns to clinical staff
• Help patients access affordable medication through insurance benefit exploration, RX discount programs, manufacturer coupons, patient assistance programs, and pharmacy coordination — solving the problem directly rather than referring it out
• Help patients access durable medical equipment, transportation services, meal programs, and other community-based resources that support their health and independence
• Escalate clinical concerns — new symptoms, worsening conditions, or urgent needs — to the supervising LVN or clinical team promptly and clearly

Social Determinants of Health (SDOH) Screening & Resource Connection

• Conduct structured SDOH screenings using validated tools to identify barriers such as food insecurity, housing instability, transportation challenges, and financial strain
• Connect patients with appropriate community resources, benefits programs, and social services to address identified needs
• Own the full chain — from identification through resolution — confirming the member actually received the service, not just that a referral was made
• Follow up to confirm patients were able to access resources and troubleshoot barriers when connections fail
• Build and maintain a regional resource directory, updating it as programs and eligibility requirements change

Patient Education & Self-Management Support

• Provide condition-specific education tailored to the patient's literacy level, language, and learning preferences — reinforcing what their clinical team has taught them
• Coach patients on self-management strategies: symptom monitoring, when to call the doctor, medication routines, diet modifications, and activity goals
• Use motivational interviewing techniques to support behavior change and goal-setting in partnership with the patient
• Deliver culturally sensitive, trauma-informed care that respects patients' beliefs, preferences, and lived experiences

Documentation & Compliance

• Document all patient interactions accurately and completely in real time, including time spent, interventions delivered, barriers identified, and outcomes achieved
• Maintain documentation accuracy across frequent interruptions and competing priorities — you'll be documenting while being pinged, mid-system-change, and between back-to-back calls
• Respond constructively to quality audits, chart reviews, and performance feedback

Technology & Startup Environment

• Work daily across multiple platforms — care navigation system, CRM, Google Workspace, G-Chat — switching between systems fluidly while maintaining accuracy and pace
• Adapt quickly to frequent changes in workflows, tools, and processes as the program evolves — sometimes multiple times per day
• Provide constructive feedback on platform functionality, workflow gaps, and process improvements — your input directly shapes how the program is built
• Troubleshoot basic technology issues independently rather than waiting for support

KPI’s You’ll Drive

• Caseload engagement rate — Consistent outreach to all assigned patients within established cadence
• Care gap closure — Identified gaps resolved or actively in progress each month
• Appointment adherence support — Follow-up appointments confirmed and transportation arranged for patients post-transition
• Resource connection rate — Patients with identified SDOH needs successfully connected to community resources or benefit programs
• Documentation compliance — All patient interactions documented in real time with no incomplete or late encounter notes
• Escalation response time — Concerns escalated to supervising LVN same day they are identified
• Patient satisfaction — Positive experience reflected through periodic program feedback and check-in surveys
• Productivity — Caseload managed with consistent daily and weekly output across outreach attempts, follow-ups, and documentation — volume and quality of activity are both accounted for

Who You Are

Required

• 1+ years of experience in remote care coordination — Chronic Care Management (CCM), Remote Patient Monitoring (RPM), care navigation, or similar remote patient-facing roles
• Experience working with Medicare-enrolled or dual-eligible populations
• Demonstrated ability to build trust and communicate effectively with older adults and individuals managing serious chronic conditions
• Strong understanding of care coordination principles — you know how healthcare systems work and where patients get stuck
• Comfortable discussing chronic conditions, medications, and treatment plans with patients — you can reinforce clinical guidance without providing medical advice
• Proficient with EHR systems, care management platforms, CRMs, and digital communication tools — you can navigate multiple systems simultaneously during patient calls
• Self-directed and metric-aware — you manage your own time, track your caseload proactively, and own follow-through without being micromanaged
• Comfortable with ambiguity and rapid iteration — you thrive in environments where processes are still being built and your input matters
• Proven remote work capability — reliable internet, professional home workspace, ability to maintain productivity and presence without in-office oversight
• High school diploma or equivalent required; associate's or bachelor's degree in healthcare, social work, public health, or related field strongly preferred
• Must be located in one of the following states: FL, GA, NC, TN, or TX

Nice to Have

• Community Health Worker (CHW) certification or training
• Experience conducting post-hospital or post-ED transitional care calls
• Prior experience with SDOH screening tools or community resource navigation
• Bilingual (Spanish strongly preferred; other languages depending on target population)

Why This Role

• Ground-floor opportunity to help build a program from day one — your work will directly shape how we grow and what best practices we establish
• Close partnership with clinical leadership and program operations — your observations and insights will inform how we scale
• Meaningful, mission-driven work with visible impact — you will see the direct results of your efforts in patients' lives
• Competitive compensation with growth trajectory tied to program expansion and demonstrated performance
• Access to comprehensive training on CMS Principal Illness Navigation (PIN) services, care coordination best practices, and condition-specific education
• Supportive pod-based structure with LVN clinical supervision and peer collaboration

What We Offer

• Competitive compensation 
• Health, Dental, and Vision insurance
• Short-term Disability and Life Insurance (100% employer-sponsored)
• Long-term Disability
• Supplemental Life Insurance 
• 401(k) Retirement Plan
• 100% Remote / No Travel Required
• 6 Paid Holidays
• PTO: 10-15 days per year based on tenure milestones