Role overview
The Care Specialist helps members navigate women's healthcare through compassionate phone and chat support, scheduling, and care coordination. This level I position handles routine questions, urgent requests, and escalated concerns while working with clinical providers, operations teams, and external partners to keep care safe, clear, and well coordinated.
Supporting Members Through Care
- Act as a primary contact for member questions across phone, chat, and other communication channels.
- Coordinate complex scheduling, clinical and specialty services, follow-up needs, and escalated member concerns.
- Triage urgent requests, important flags, and sensitive or high-touch concerns using established workflows and escalation protocols.
- Build member trust through empathetic communication, practical problem solving, and reliable follow-through.
- Partner with clinical providers, operations colleagues, and external organizations to support seamless care delivery.
- Document interactions accurately under HIPAA and internal policies.
- Identify recurring member difficulties, gaps in workflows, and opportunities to simplify processes; share findings with leadership.
- Participate in training, team huddles, and performance reviews, and keep current with workflow, policy, and product changes.
The care model brings together primary care, mental health, gynecology, dermatology, and wellness through in-person and virtual services. This member-facing role offers the opportunity to develop detailed knowledge of care navigation, workflows, and service standards in a growing healthcare environment.
Experience That Supports Success
- At least one year in customer service, patient or member support, care coordination, scheduling, call center support, or another high-touch service role.
- Comfort assisting members by phone, chat, or similar channels, with clear and compassionate communication.
- Careful documentation, attention to detail, and consistent follow-through.
- The ability to manage competing tasks, follow established workflows, and prioritize urgent or sensitive requests while remaining calm under pressure.
- Comfort using technology such as Google Workspace, scheduling tools, ticketing systems, EHRs, CRMs, or comparable platforms.
- Authorization to work in the United States.
Helpful experience includes healthcare, women's health, virtual care, or patient access; scheduling, referrals, insurance questions, or care coordination; HIPAA and patient privacy standards; and work in a fast-moving remote, startup, or high-growth setting.
Schedule, Location, and Compensation
This is a remote role with a US-wide work location. The schedule option is Monday through Friday, 12:30–9 p.m. Eastern Time. Attendance at company and team off-sites may be required.
Pay is $18–$20 per hour. Compensation depends on experience, skills, qualifications, location, role level, business needs, and market conditions. Benefits are available according to benefit-plan terms and eligibility requirements.
The workplace supports equal opportunity and welcomes diverse experiences and backgrounds, including people of color and members of the LGBTQ+ community.