About Carewell Carewell is a category-defining business that provides 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 social determinants of health needs. Our approach emphasizes compliance, scalability, and high-quality member experiences, while partnering closely with clinicians and community resources to support better outcomes. This is an prospect 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: introducing the program and earning their trust, welcoming them in once they've enrolled, and coordinating the ongoing work that closes care gaps and connects them to resources. 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, which may mean a full day of enrollment calls, a full day of care navigation, or a mix of both. 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?” We’ll be looking for a partner who can provide feedback and help us shape the program as it evolves.



Your assignment across enrollment, welcome visits, and care navigation on any given day will be determined by the team lead based on real-time queue volume and staffing needs. Conduct outbound outreach to prospective program participants, working a structured referral queue with consistency and professionalism. Introduce the program using plain, accessible language — communicating tangible benefits without clinical jargon or unnecessary complexity. Build rapport with older adults, including those who may be skeptical, confused, or reluctant. Conduct the welcome visit with newly enrolled members — the first in-depth touchpoint after enrollment — setting expectations for how the program will support them. Explain how ongoing coordination will work going forward. Provide condition-specific education tailored to the member’s literacy level, language, and learning preferences. Coach members on self-management basics: symptom monitoring, when to call the doctor, medication routines. Use motivational interviewing techniques and deliver culturally sensitive, trauma-informed care. Complete or confirm initial SDOH screening and flag any immediate barriers to the pod for follow-up. Set the member up for a seamless transition into ongoing coordination, documenting thoroughly so anyone in the pod can assist without a gap. Care Navigation & Coordination — Closing Gaps,



Connecting Resources Serve as a liaison between members, primary care providers, specialists, pharmacies, home health agencies, and community resources. Support medication adherence by identifying barriers, educating on proper use, and escalating discrepancies or concerns to care navigation staff. Help members access affordable medication through insurance benefit exploration, RX discount programs, manufacturer coupons, and member assistance programs. Help members access durable medical equipment, transportation services, meal programs, and other community-based resources. Conduct structured SDOH screenings using validated tools to identify barriers such as food insecurity, housing instability, transportation challenges, and financial strain. Own the full chain from identification through resolution — confirming the member actually received the service, not just that a referral was made. Escalate care navigation concerns to the team lead promptly and clearly. Work fluidly across multiple platforms — care navigation system, CRM, Google Workspace, G-Chat — adapting quickly as tools and workflows evolve. Respond constructively to quality audits, coaching, and feedback, and flag workflow or platform issues as you encounter them. Outreach attempts per day, contact rate, and average attempts to contact Care Navigation & Coordination Care gap closure — identified gaps resolved or actively in progress each month Appointment adherence support — follow-up appointments confirmed and transportation arranged post-transition Call/interaction quality score — from structured coaching and QA reviews, spanning compliance gate adherence, rapport, plain language use, and objection handling Productivity — pod work

📌 Care Concierge, Remote: Ontario, Canada (Ottawa)
🏢 Carewell
📍 Ottawa