Job details

Care Guide (non-RN)

Care Guide

40 hours per week with shift flexibility between the hours of 8am-9pm EST.
Must be able to start November 4th or November 18th, 2024 and be present for all training for the following 6-8 weeks.

Training is fully paid and benefits start on day one. Must successfully complete 6-8 weeks of training with 100% attendance.

apree health, the combined entity of Castlight and Vera Whole Health, is dedicated to helping employers enhance engagement, simplify processes, and establish sustainable cost reductions in healthcare. We are currently seeking full-time Care Guides to join our exceptional support team.

As a Care Guide, you will play a crucial role in providing lifestyle health coaching and a range of healthcare services aimed at improving outcomes for our apree Whole Health and Total Outcomes customers. Collaborating closely with diverse populations, you will actively engage individuals in their health and wellbeing.

Responsibilities:

Represent apree health to external and internal customers with empathy, compassion and ownership of best resolutions
Provide a multi-channel approach to world class service, ensuring the individual needs of each person are anticipated and met to the best of your ability
Exhibit developed expertise of our digital product and provide assistance that exceeds expectations and engages the customer in the process
Work on behalf of the individual to resolve potential billing and coding discrepancies when applicable
Partner with providers and payers to resolve questions and barriers to care
Provide navigation, interpretation and assistance with insurance details, processes and cost transparency
Open enrollment support when needed
Explore and connect to the appropriate health plan benefits, employee offerings and supportive programs to improve healthcare outcomes
Explore and connect to the appropriate in-network, high quality, primary/preventive care recommendations
Schedule/coordinate appointments and follow up as appointed
Work with external care teams and 3rd party sources to coordinate the best outcome for the individual
Explore and locate resources for the removal of barriers to care whenever possible
Participate in wellness and incentive campaigns to boost engagement and improve outcomes
Adhere to all company policies, PHI and PI guidelines and applicable laws
Escalate when appropriate to designated clinical or technical teams per process guidelines
Utilize good documentation practices and follow outlined documentation and system requirements
Must be eager to receive and apply routine feedback for continuous improvement as a result of call and case reviews
Other duties as assigned

Qualifications:

High School diploma preferred
Proven customer service skills in healthcare setting
Telehealth and contact center experience preferred
Previous medical office experience preferred including (but not limited to), Medical Assistants, Billing and Coding Specialists and medical admins, patient advocacy
Experience with preferred technologies a plus (EMR, Salesforce, Google)
Focused attention and dedication to critical thinking, problem solving, empathetic listening and thoughtful responses
Strong, professional verbal and written communication skills
Attention to detail ability to multitask with exceptional organizational skills
Previous case management experience is a plus
High tolerance for a fast-paced environment with change management skills
Job requires 40 hours per week with shift flexibility between the hours of 8am-9pm est
Bilingual or multilingual a plus

Physical Demands:

Requires being at a desk for extended periods of time
Requires being on the phone with patients, insurance companies, providers and others throughout the day.

Compensation: $20-$25/hr. & bonus eligible (national average, premium markets may vary)

apree health Glassdoor Company Review

2.8

apree health DE&I Review

3.1

CEO of apree health

Donald Trigg

Approve of CEO

By apree health

Our mission is to transform lives through better health. To do this, we’ve united the richest data sets with the most advanced primary care model available today, allowing us to provide patients with an exceptional experience and better access to ...

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DEPARTMENTS

Customer Support

SENIORITY LEVEL REQUIREMENT

Mid-Level

TEAM SIZE

501-1000

LOCATION