Role overview
The Care Specialist supports people through cancer care by coordinating resources, identifying changing health and social needs, and helping members navigate care. Reporting to a Care Partner Team Lead, the role serves as a consistent contact for members and works closely with an interdisciplinary healthcare team. Most of the day involves phone outreach and a high-volume inbound and outbound queue, alongside text, email, documentation, and coordination work.
Member Navigation and Daily Responsibilities
- Build trusting relationships through attentive listening and empathy, using those relationships to understand and prioritize members' needs.
- Identify changes in health and social circumstances, assess urgency, investigate root causes, and determine an appropriate next step.
- Discuss members' goals and values to support advanced care planning.
- Use evidence-based assessments, prior experience, and problem-solving skills to guide member support.
- Connect members with nurses, providers, and community resources; research external healthcare providers, transportation, financial grants, emotional support, and insurance benefits.
- Coordinate care, including telehealth visits, diagnostic appointments, and medical treatments, and help address barriers such as limited health literacy or unstable housing.
- Escalate clinical symptoms to the clinical team and follow established escalation pathways, Care Team policies, procedures, and best practices.
- Maintain timely documentation and organized, confidential member records and appointment tracking.
- Balance frequent shifts between member conversations, documentation, and coordination while meeting productivity and quality standards for call volume, responsiveness, documentation timeliness, and engagement.
- Participate in coaching and development, put feedback into practice, and maintain required availability during scheduled shifts, queue time, and breaks.
Experience and Capabilities
- At least two years in a patient-facing role involving care coordination, healthcare navigation, non-clinical case management, resource navigation, or community health work.
- Experience and success in a fast-paced, high-volume, metrics-driven and feedback-oriented environment, such as a contact center or care navigation team.
- Ability to recognize both stated needs and needs a member has not directly expressed, and to build rapport quickly in primarily phone-based interactions.
- Clear, concise communication and effective relationships with members, colleagues, organizational contacts, and healthcare providers.
- Empathy, trustworthiness, and a member-first approach when supporting people and families through challenging circumstances.
- Strong organization, time management, and the ability to balance efficient work with meaningful member interactions.
- Flexibility as member and provider needs change, and comfort with ambiguity and changing priorities in growing businesses, fast-moving teams, or startups.
- Initiative to identify and act on urgent priorities, openness to diverse perspectives, and a willingness to seek and apply feedback.
- Experience with video calls, Google Suite, Slack, and electronic health records, or comfort learning new technology.
- Previous remote-work experience and a quiet, secure workspace with limited or no distractions to protect member privacy.
- Ability to test internet speed before starting so the required applications work as expected.
Preferred: The posting separately identifies healthcare experience as preferred, alongside the patient-facing experience requirements above.
Training and Performance Expectations
Virtual onboarding and training last two weeks. By the end of the first three months, the successful candidate is expected to understand the systems, tools, technology, partners, and service expectations; conduct outreach and resource research; build strong member relationships; and independently prioritize needs and connect members with help. Performance is measured in real time within a structured environment.
Remote Schedule, Compensation, and Benefits
This is a full-time, non-exempt remote position. Candidates must be located in the lower 48 United States because of contractual restrictions on accessing protected health information. The schedule includes a 30-minute lunch and two 15-minute breaks to maintain member coverage.
Pay is $24.76 per hour. The approximate annual equivalent at 2,080 hours is $51,500.80; this is a calculation, not guaranteed annual earnings. Full-time employees can choose from medical, dental, and vision insurance plans and receive a generous vacation policy.
Application and Hiring Process
Interviews for this role take place on an ongoing basis, including periods without an immediate opening. Candidates who complete the process and meet the requirements may be considered for the next available opening and contacted when a position becomes available. Recruiting can explain this approach during the initial phone screen.
The employer provides equal employment opportunity and values diverse perspectives. Verify that recruiting communications come from an official employer email address.