[Hiring] Care Concierge @Carewell

Role Description

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 Care Concierge, you are part of a cross-trained pod that carries a member across the full arc of their early journey with Carewell:

• Enrollment — introducing prospective members to the program, earning their trust, and securing their participation.
• Member-Facing Welcome Visits — conducting the welcome visit with newly enrolled members and setting them up for the coordination support ahead.
• Care Navigation & Coordination — the ongoing work of closing care gaps, coordinating with providers and pharmacies, and connecting members to community resources.

Assignment across these three functions is not fixed. On any given day or week, your team lead will assign you to whichever function has the greatest member need and queue volume at that time. This flexibility is core to the role, not an occasional exception.

This program is early-stage, and this role is being built in real time. Processes will evolve, priorities will shift, and some days the answer to “how do we do this?” will be “let’s figure it out together.”

Qualifications

• 1+ years of member-facing healthcare experience (e.g., medical clinic front office, member registration, care coordination, enrollment, telehealth outreach, etc.)
• Demonstrated ability to build trust and communicate effectively with older adults, including those who are skeptical or hard to reach.
• Strong understanding of care coordination principles and where members get stuck.
• Comfortable discussing chronic conditions, medications, and treatment plans with members.
• Proficient with EHR systems, care management platforms, CRMs, and digital communication tools.
• Compliance-oriented — understanding that process gates exist for a reason.
• Willing and able to be reassigned across enrollment, welcome visits, and care navigation based on daily business needs.
• Metric-aware and accountable — tracking your own performance and owning follow-through on your assigned work.
• Comfortable with ambiguity and rapid iteration.

Requirements

• Availability to work Monday–Friday, 9am–6pm EST with no restrictions.
• Must be located in Alberta, Canada, and authorized to work in Canada without employer sponsorship.

Benefits

• CAD $18 per hour
• The ability to work 100% remotely
• 10 days accrued vacation per year
• Holiday pay, with premium pay for working on statutory holidays

What You’ll Do

• Conduct outbound outreach to prospective program participants.
• Introduce the program using plain, accessible language.
• Build rapport with older adults, addressing common concerns and objections.
• Obtain all required verbal consents individually and in sequence.
• Complete and document an intake questionnaire with prospective members.
• Coordinate and schedule the member’s initiating provider appointment upon successful enrollment.
• Conduct the welcome visit with newly enrolled members.
• Explain how ongoing coordination will work going forward.
• Provide condition-specific education tailored to the member’s literacy level.
• Coach members on self-management basics.
• Use motivational interviewing techniques and deliver culturally sensitive care.
• Complete or confirm initial SDOH screening and flag any immediate barriers.
• Serve as a liaison between members and various healthcare providers.
• Proactively coordinate with PCP offices for referrals and medication changes.
• Support medication adherence and help members access affordable medication.
• Help members access durable medical equipment and community-based resources.
• Conduct structured SDOH screenings using validated tools.
• Document every member interaction accurately in real time.
• Respond constructively to quality audits, coaching, and feedback.

Who You Are

• Experience working with Medicare-enrolled, dual-eligible, or older adult populations (nice to have).
• Experience conducting post-hospital or post-ED transitional care calls (nice to have).
• Prior experience with SDOH screening tools or community resource navigation (nice to have).
• Bilingual (Spanish preferred; other languages depending on target population) (nice to have).

Why This Role

• Ground-floor opportunity to help build a program from day one.
• Well-rounded skill development in enrollment, member education, and care coordination.
• Close partnership with care navigation leadership and program operations.
• Meaningful, mission-driven work with visible impact.
• Competitive compensation with growth trajectory tied to program expansion.
• Supportive pod-based structure with team lead supervision and peer collaboration.