Care Navigator

About the role

Join our winning team, recently honored as #67 on Forbes’ list of America’s Best Startup Employers for 2024! The Helper Bees (THB) empowers older adult citizens and their families by providing 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.

As a Care Manager, you will play a crucial role in researching, assessing, and planning interventions to support clients facing social, emotional, economic, and environmental challenges. You will assist long-term care insurance policyholders by facilitating access to community resources, services, and support, helping them achieve their care journey goals.

Responsibilities

• Communicate with clients and their families to build rapport and understand the caregiver journey, identifying barriers to aging in place successfully and reducing out-of-pocket expenses through phone and email.
• Use motivational interviewing techniques to engage individuals with differing levels of health needs.
• Document communication and intervention activity accurately and consistently.
• Serve as an expert in care management, the caregiver journey, care coordination, and resource management and navigation.
• Work with our development team to improve care management tools and systems.
• Mentor and serve as a subject-matter expert (SME) to new and junior team members.
• Effectively manage caseloads and hit touchpoint goals for outreach at each engagement level.
• Perform other duties as assigned or necessary.

Performance Metrics

• Needs Assessment Completion Rate: Achieve 90% completion of needs assessments.
• Caseload Management Efficiency: Maintain efficient management of caseloads, ensuring timely and effective handling of each case.
• Outbound Touchpoint Completion: Complete outbound touchpoints for each case within SLA.
• Documentation Review Accuracy: Ensure thorough and accurate documentation review for all cases.

Requirements

• Passionate about helping older adults in all settings and situations.
• Comfortable communicating with clients using multiple methods (phone, email, etc.).
• Professional and engaging phone presence.
• Creative problem-solving skills and adaptability to changing approaches.
• Comfortable with change, as we continuously improve our products and programs.
• Willing to take the lead in developing and improving our care management program.
• Must be 18 years of age or older.

Qualifications

• Strong background in geriatric case management or coordination (required).
• Experience in one or more of the following areas highly preferred: Social Services, Care Coordination, Healthcare Navigation, Public Health, Community Organizing, Volunteer Work.
• 1 year of relevant experience in a customer service or similar role (preferred).
• High-volume call center experience is a plus.
• Bachelor’s degree in Psychology or Social Work (preferred).

Skills

• Motivational interviewing techniques.
• Expertise in care management, care coordination, and resource navigation.
• Ability to mentor and guide junior team members.
• Proficiency in documenting client interactions and interventions.

Physical Requirements

• Ability to remain at your designated workstation for the duration of the workday.
• Constant operation of a computer, phone, and Voice over Internet Protocol (VoIP).
• Ability to communicate information and ideas clearly, especially over phone and email.
• Ability to observe details at close range (e.g., on a computer screen).

Schedule

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.