Care Advisor, Care Concierge (bilingual English/Spanish preferred but not required)

About the role

As a Care Advisor (Care Concierge), you will assist benefit recipients with navigating the product platform, provide recommendations for service offerings, and support the completion of orders on behalf of the member. This team uses assessment results, screenings, and knowledge of community-based resources to help clients achieve their care journey goals. The Care Concierge Associate handles administrative tasks supporting members with planning, organizing, and executing their benefits.

Responsibilities

• Answer inbound calls to assist members with completing assessments and recommend a plan for services based on member needs and capabilities.
• Make outbound calls to follow up with members.
• Help members and families develop their capacity of and access to resources, including but not limited to:
  • Homecare
  • Meals
  • Transportation
  • Errands
  • Home Modification
  • Pest Control
  • Social Support Services
• Participate in the coordination and scheduling of services.
• Other duties as assigned or necessary.

Performance Metrics

• Call Metrics: 30-second average speed of answer for inbound calls.
• Quality Assurance: At least 80% quality assurance score.
• After Call Work Time: Efficient completion of post-call tasks.
• NPS Survey Average: Maintain an average score on member satisfaction surveys, reflecting exceptional service delivery and positive interactions.
• Attendance Adherence: Adherence to scheduled shifts and breaks, with low occurrences of unplanned absences or tardiness.
• Testimonial Submissions: Obtain member testimonials from satisfied members, showcasing exceptional service delivery and positive outcomes.

Requirements

• Passionate about improving health outcomes through home and community-based services.
• Computer proficiency and knowledge of clerical functions.
• Strong interpersonal and telephonic communication skills.
• Excellent written and verbal communication skills.
• Proven experience answering inbound calls.
• Ability to work with multi-disciplinary teams.
• Excellent time-management and organizational skills.
• Thrive in a fast-paced startup environment.
• Embrace change as a source of motivation.
• Must be 18 years of age or older.

Qualifications

• High School Diploma preferred.
• Experience in Public/Community Health or a related field preferred.
• Experience in one or more of the following areas: Social Services, Care Coordination, Healthcare Navigation, Public Health, Community Organizing, or Volunteer Work.

Physical Requirements

• Ability to remain at your designated workstation for the duration of the workday.
• Constantly operate a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP).
• Ability to communicate information and ideas clearly so others will understand.
• Ability to exchange accurate information in verbal and written communication.
• Ability to observe details at close range (typically on a computer screen).

Schedule

Monday–Friday, 2:30 PM–11:00 PM EST.

Work Environment

This position offers the flexibility of remote work at approved locations within the United States. Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and handling sensitive data.

About Us

The Helper Bees (THB) was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination, THB empowers older adults and their families in their search for quality, affordable in-home care providers. We provide older adults the ability to easily review, choose, and access affordable, quality in-home helpers. Our mission is to help people stay home longer through data-driven services that transform both the payer and the care-recipient experience.

At THB, we define our company culture through our Core Values:

• Quickly iterate through solutions: We move at a fast pace, requiring quick iterations to find repeatable solutions.
• Seek ways to create immediate impact: Be thoughtful and proactive in how you make an impact on your team. Actively look for ways to make a fast, positive impact.
• Bee the teammate you want to work with: We work as a team, help each other, and encourage each other.
• Ask questions, answer questions: You can't iterate through solutions if you don't ask the right questions. When you know the answer, being a good teammate means chiming in to get others up to speed.
• Take the time to celebrate wins: We make it a priority to create space to celebrate wins, big or small.

Join our winning team, recently honored on Forbes’ list of America’s Best Startup Employers for 2025!