Care Concierge, US Remote

About this role

About Carewell
Carewell is a category-defining business dedicated to providing trusted caregiving solutions and support for individuals and families. Through Carewell Family Services, we extend our commitment beyond products to person-centered navigation, care coordination, and advocacy services that address both medical and social needs. Our approach emphasizes compliance, scalability, and high-quality patient experiences while working in close partnership with clinicians and community resources to support better outcomes.
About the Role
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 Remote Care Concierge, you are the steady presence in a patient's healthcare journey — the person who keeps all the moving pieces connected, translates what matters, and makes sure nothing falls through the cracks.
You will support older adults managing serious, high-risk chronic conditions — heart failure, COPD, diabetes, dementia, cancer — through proactive care coordination, education, and advocacy. This is remote work with deep human connection: you will build trust with patients over time, help them navigate a complex healthcare system, address barriers to care, and partner with clinical teams to support better health outcomes.
The right person brings healthcare experience, genuine empathy for vulnerable populations, and the self-direction to manage a caseload independently. You understand that meaningful care navigation isn't measured by task completion — it's measured by a patient who feels supported, understands their options, and can access the care they need.

What You'll Do

Patient Engagement & Relationship Building
Serve as the primary point of contact for enrolled patients, building trust and rapport over time through consistent, compassionate outreach
Conduct regular check-ins with patients to assess their health status, care needs, and social barriers — meeting them where they are emotionally and practically
Maintain a caseload of approximately 75-150 patients, prioritizing outreach based on clinical acuity, recent transitions, and care gaps
Build relationships with patients' family members and caregivers when appropriate to support coordinated care
Employ multiple outreach strategies — calls, texts, letters, varied timing — to engage hard-to-reach members, adapting your approach based on what you learn about each individual rather than repeating the same steps

Care Navigation & Coordination
Navigate patients through the healthcare system — coordinating appointments, facilitating communication between providers, and ensuring care plans are understood and actionable
Serve as a liaison between patients, primary care providers, specialists, pharmacies, home health agencies, and community resources
Proactively coordinate with PCP offices to push through referrals, prior authorizations, and medication changes — following up persistently until the task is completed, not just submitted
Support medication adherence by identifying barriers, educating on proper use, and escalating discrepancies or concerns to clinical staff
Help patients access affordable medication through insurance benefit exploration, RX discount programs, manufacturer coupons, patient assistance programs, and pharmacy coordination — solving the problem directly rather than referring it out
Help patients access durable medical equipment, transportation services, meal programs, and other community-based resources that support their health and independence
Escalate clinical concerns — new symptoms, worsening conditions, or urgent needs — to the supervising LVN or clinical team promptly and clearly

Social Determinants of Health (SDOH) Screening & Resource Connection
Conduct structured SDOH screenings using validated tools to identify barriers such as food insecurity, housing instability, transportation challenges, and financial strain
Connect patients with appropriate community resources, benefits programs, and social services to address identified needs
Own the full chain — from identification through resolution — confirming the member actually received the service, not just that a referral was made
Follow up to confirm patients were able to access resources and troubleshoot barriers when connections fail
Build and maintain a regional resource directory, updating it as programs and eligibility requirements change

Patient Education & Self-Management Support
Provide condition-specific education tailored to the patient's literacy level, language, and learning preferences — reinforcing what their clinical team has taught them
Coach patients on self-management strategies: symptom monitoring, when to call the doctor, medication routines, diet modifications, and activity goals
Use motivational interviewing techniques to support behavior change and goal-setting in partnership with the patient
Deliver culturally sensitive, trauma-informed care that respects patients' beliefs, preferences, and lived experiences

Documentation & Compliance
Document all patient interactions accurately and completely in real time, including time spent, interventions delivered, barriers identified, and outcomes achieved
Maintain documentation accuracy across frequent interruptions and competing priorities — you'll be documenting while being pinged, mid-system-change, and between back-to-back calls
Respond constructively to quality audits, chart reviews, and performance feedback

Technology & Startup Environment
Work daily across multiple platforms — care navigation system, CRM, Google Workspace, G-Chat — switching between systems fluidly while maintaining accuracy and pace
Adapt quickly to frequent changes in workflows, tools, and processes as the program evolves — sometimes multiple times per day
Provide constructive feedback on platform functionality, workflow gaps, and process improvements — your input directly shapes how the program is built
Troubleshoot basic…