[Hiring] Care Concierge @Sailor Health

Role Description

We're hiring a full-time remote Care Concierge to be the first point of contact for calls, messages, and emails that come in from patients and their families. You'll be the steady, welcoming voice that greets every person who reaches out to Sailor Health and makes sure they get to the right place quickly.

You'll own first response and triage across phone, email, and SMS, answering inbound communication with warmth and clarity, resolving simple requests yourself, and routing anything else to the right care team member. It's a role built for someone who's energized by fast-moving, high-volume communication and who takes real pride in making sure no one falls through the cracks. This role is especially well-suited for someone with an interest in mental health and healthcare access since you'll often be the first point of contact for individuals seeking care, and the way you handle that first conversation shapes their whole experience with Sailor Health.

What You'll Own

• Handle inbound communication from patients and prospective patients — phone, email, and SMS — with warmth and clarity, same-day, so nothing sits unanswered.
• Route each inquiry to the right person or team, and take the right action yourself when you can resolve it directly.
• Know our clinical and administrative workflows well enough to execute on them and troubleshoot with patients in the moment.
• Know the patient care team inside and out — who owns what, so every patient gets pointed to the right person or resource without delay.
• Understand the entire patient lifecycle, from first inquiry through ongoing care, so you can support patients and families at any stage of their journey.

Qualifications

• Empathetic and clear communicator.
• Fast and unflappable under volume.
• Highly organized and detail-oriented.
• Tech-comfortable.
• Reliable and dependable.
• Experience welcome, not required.

Requirements

• You speak with kindness, listen actively, and make others feel at ease — even during difficult or emotional conversations.
• You're comfortable being the first voice on a high volume of calls and messages, and you don't let things pile up.
• You can track many open threads across phone, voicemail, SMS, and email at once, and you know when to resolve something yourself versus routing to another team.
• You're comfortable learning tools like Google Workspace, EHR platforms, or CRMs, and pick up new software quickly.
• You show up when you say you will, follow through on what you commit to, and can be counted on day in and day out — this role only works if patients and the team can rely on you being there.
• You may have worked in a front-desk, call center, customer service, or administrative support role before, but most importantly, you're responsive, compassionate, and eager to grow.

Benefits

• Help bring life-changing care to a population that’s too often overlooked.
• Enjoy the flexibility of remote work while staying closely connected with a thoughtful, collaborative team rooted in purpose.
• Be part of a small, agile team where you’ll take initiative, shape key processes, and grow as we grow.
• Your work helps older adults and their families feel seen, supported, and cared for.