Backup Care Facilitator

About the role

Cariloop is seeking a compassionate, highly organized, and experienced Backup Care Facilitator who will specialize in Backup Care Solutions, supporting members with urgent or short-term caregiving needs. In this dynamic and fast-paced role, you will support members navigating unexpected care disruptions. You’ll play a critical role in ensuring that members receive timely and reliable options, offering peace of mind during challenging times.

Because backup care needs are often time-sensitive and unpredictable, this role requires availability to support members Monday through Friday from 5:00 a.m. to 2:00 p.m. Central Time, as well as participation in a rotating on-call schedule for weekends and holidays. The ability to respond with urgency, exercise sound judgment, and independently prioritize member needs during these coverage periods is essential to the role.

Responsibilities

• Care Coordination: Fulfill member needs for backup care across child care, elder care, or pet care by identifying and vetting appropriate care providers to meet specific care needs and timeframes.
• Reimbursement Processing: Review, validate, and process member-submitted backup care reimbursement requests accurately and efficiently, ensuring adherence to policy guidelines and timely resolution of payment-related inquiries.
• Timely Response: Act as the frontline responder for last-minute care requests, ensuring resolutions within tight timelines while maintaining a high standard of empathy and professionalism.
• Documentation & Reporting: Maintain detailed and accurate documentation of provider support options and communication.
• Team Collaboration: Work closely with internal team members and networks to ensure seamless service delivery and continuous improvement.

Requirements

• Minimum 3 years of experience in care coordination, family support services, provider scheduling, or back-up care services.
• Demonstrated experience in time-sensitive care environments.
• Strong organizational and time management skills with attention to detail.
• Demonstrated ability to work independently, exercise sound judgment, and analyze situations with limited direction.
• Proficiency in using digital tools and case management software.
• Empathy-driven communication skills with the ability to instill trust and confidence.
• Knowledge of national or regional care networks, licensing, and regulatory considerations is a plus.

Preferred Experience

• Working with families from diverse cultural, socioeconomic, and geographic backgrounds.
• Familiarity with HIPAA compliance and handling of sensitive health or personal information.
• Bilingual abilities are a strong advantage.

Attributes

• Compassion and Empathy - You have a genuine desire to help others.
• Adaptability - You understand that change is inevitable and can adapt quickly to evolving priorities or circumstances.
• Critical Thinking - You think critically to address complex matters by developing creative solutions tailored to the needs of the team or our members.
• Resourcefulness - You are comfortable using technology to research and provide accurate information for services and support.
• Cultural Awareness - You are sensitive to and have respect for diverse cultures, backgrounds, and beliefs without sacrificing quality of service.
• Team Orientation - You effectively work with interdisciplinary teams and embrace knowledge sharing, collaboration, and working towards a common goal.

Benefits

At Cariloop, our commitment to supporting caregivers, families, and each other extends to every aspect of our organization, including our benefit offerings. Designed to address the holistic needs of our Loopers, our comprehensive program encompasses employee health, financial stability, and overall wellness.

• Comprehensive medical, dental, and vision insurance coverage.
• Employer contributions to 401k retirement plans and Health Savings Accounts (HSA).
• Company-sponsored life, short-term, and long-term disability insurance.
• Access to Cariloop's member portal and services for both you and your family.
• Annual stipends through our partner UrbanSitter, providing access to trusted care for your entire household, spanning childcare, tutoring, pet sitting, housekeeping, and senior care services.
• Open time-away policy and 14 paid company holidays yearly.
• Quarterly mental health days where all Loopers are encouraged to disconnect and recharge for the day.
• Paid volunteer time away, allowing all Loopers to make a positive impact in our communities.
• Fully paid caregiver leave for all Loopers.

Schedule

This role requires availability to support members Monday through Friday from 5:00 a.m. to 2:00 p.m. Central Time, as well as participation in a rotating on-call schedule for weekends and holidays.