[Hiring] Care Consultant @Nolia Health

Role Description

Nolia Health is redefining support for family caregivers navigating dementia, chronic conditions, and the complexities of aging. As we continue to grow, we are seeking a compassionate, resourceful, and mission-driven Care Consultant to serve as the front-line voice of Nolia Health for families seeking guidance and support.

This role is a critical part of our growth and care delivery strategy, helping patients and families access the right services during some of life's most challenging and emotional moments. As the first point of contact for many families, the Care Consultant plays a vital role in building trust, understanding caregiver needs, and helping families access the right support. This role combines compassionate caregiver engagement with measurable performance goals related to outreach, engagement, and conversion into Nolia's programs and services.

The ideal candidate understands the realities of family caregiving, communicates with empathy and confidence, and is energized by our mission to dignify family caregiving. As one of the first voices families hear, you'll help build trust, connect caregivers to meaningful support, and expand Nolia's impact in the communities we serve.

What You'll Do

• Support Families and Drive Access to Care
  • Serve as the first point of contact for prospective clients and referral partners through phone, email, and other communication channels.
  • Respond to inquiries, answer questions, and guide families through Nolia's services and programs.
  • Assess caregiver and patient needs, identify challenges, and help determine the most appropriate care pathway.
  • Build trust with families by providing empathetic, knowledgeable, and timely support during emotionally complex situations.
  • Clearly communicate what families can expect throughout their care journey with Nolia.
  • Manage a high volume of inbound and outbound outreach while delivering a compassionate, high-quality experience for every family.
  • Meet individual and team goals related to call activity, response times, appointment scheduling, and program enrollment.
  • Effectively guide families through the decision-making process, helping them understand the value of Nolia's services and confidently take the next step toward care.
  • Track and manage opportunities within our CRM to ensure timely follow-up and accurate documentation.
  • Balance empathy and consultative conversations with a strong focus on helping eligible families access care and services.
• Coordinate Across Care, Operations, and Growth Teams
  • Act as a key operational partner across clinical, and service teams to ensure seamless handoffs and follow-through.
  • Collaborate closely with clinicians, care navigators, and leadership to align the client experience with internal workflows and care delivery processes.
  • Support coordination efforts for families requiring additional assistance, resources, or follow-up.
  • Jump into real-world client scenarios with confidence, including responding to insurance-related questions, addressing concerns, and helping families navigate barriers to care.
• Problem Solve and Improve Processes
  • Identify operational gaps and recommend improvements across intake, scheduling, CRM workflows, and client communications.
  • Help create scalable processes that improve efficiency while maintaining a high-touch experience for families.
  • Take ownership of issues and ensure they are resolved quickly and effectively, always keeping the caregiver experience at the center of decision-making.
• Leverage Data and Insights
  • Use insights and performance data to identify opportunities to improve engagement, responsiveness, and enrollment outcomes.
  • Contribute to ongoing quality improvement efforts that strengthen both the caregiver experience and organizational performance.

Qualifications

• Empathetic and caregiver-centered — you genuinely care about helping families navigate difficult situations with dignity and compassion.
• An exceptional communicator — you listen actively, ask thoughtful questions, and explain complex information clearly.
• A natural problem solver — calm under pressure, resourceful, and motivated to find solutions.
• People-focused and culturally responsive — you recognize that every family brings unique experiences, values, and needs.
• Mission-driven — you care deeply about improving the lives of caregivers and older adults.
• Detail-oriented yet strategic — you can manage the details while keeping broader goals and outcomes in mind.
• Comfortable with technology — you quickly learn and effectively use systems such as CRMs, EHRs, Google Workspace, Slack, and other operational tools.
• Collaborative and curious — you enjoy working across teams, asking questions, and continuously improving how work gets done.
• Growth-minded — you welcome feedback, embrace learning opportunities, and thrive in a fast-growing environment.
• Comfortable working toward performance goals — including call volume, conversion rates, appointment scheduling, and program enrollment.
• Able to blend empathy with accountability — supporting families through difficult decisions while maintaining a results-oriented mindset.
• Confident in consultative conversations — helping families understand their options and take action when appropriate.

Preferred Qualifications

• 2+ years of experience in customer service, client success, inside sales, care coordination, patient access, or operational support roles.
• Experience working with older adults, family caregivers, healthcare organizations, behavioral health, social services, or care delivery environments is strongly preferred.
• Familiarity with dementia care, caregiving challenges, aging-related conditions, or healthcare navigation is a plus.
• Experience working in a startup or rapidly growing organization is a plus.

Work Environment

• This is a fully remote Part time role.

Benefits

• At Nolia Health, you'll have the opportunity to make a meaningful impact on families navigating some of the most complex challenges of aging and caregiving.
• You'll join a mission-driven team committed to delivering compassionate, high-quality support while helping build the future of caregiver-centered care.
• Your work will directly influence how families experience Nolia from their very first interaction, while helping us grow our impact and reach more caregivers who need support.