Care Guide Advocate RI

Job Description Summary

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40 hours per week with shift flexibility between the hours of 8am-9pm EST.

Must be able to start on March 24, 2025 and be present for all training for the following 6-8 weeks.

Training is fully paid. 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.

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How will you make an impact & Requirements

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• 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

• High School diploma
• 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

• 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

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