Care Specialist (Virginia)

Position Title: Care Specialist

Reports To: Supervisor, Clinical Outreach

Classification: Non-Exempt (Full-time)

Places of Work: Remote (Preferred location: VA)

Schedule & Work Expectations:

• This is a remote, non-exempt position.
• Care Coordinators are assigned to a primary market and are expected to work within that market’s hours of operation (typically 8:00 AM – 6:00 PM local time).
• Candidates must be willing to work the time zone aligned with their assigned market, regardless of physical residence.
• While each Care Specialist is assigned a primary market, work priorities may shift based on business needs, and team members may support additional markets when required.
• Flexibility with schedule adjustments may be requested periodically to support engagement initiatives or priority campaigns.

About the Role:

The Care Specialist is primarily responsible for providing supportive care and assistance to a diverse patient population to identify barriers to self-care and healing, decision making, and communication in navigating the healthcare system. This individual works closely with, Community Health Workers, Chaplains, and other members of the Clinical Operations team, and consistently demonstrates a high standard of ethical behavior, professionalism, sensitivity, and confidentiality.

Key Responsibilities:

• Conduct outbound phone calls to members to conduct health assessments, identify care needs, and determine appropriateness for participation in care coordination programs
• Assist and support patients with barriers to care including, but not limited to, scheduling appointments, and locating and accessing community resources
• Work collaboratively with patients, network providers, referral coordinators, office and hospital staff; document all activities
• Communicate care coordination services available to patients and caregivers
• Screen for physical health and behavioral health needs to refer to appropriate healthcare professionals for effective and timely intervention
• Perform a variety of activities to provide meaningful data to providers, patients and their families
• Participate in a variety of educational programs to maintain current skill and competency levels
• Perform miscellaneous job-related duties as assigned

Required Skills & Qualifications:

• Associate’s degree in Healthcare or a related field of study; or, an equivalent combination of education and/or experience
• Minimum two (2) years of experience in a directly related position in the healthcare industry
• Proficiency with Microsoft Office applications and web-based technologies
• Strong outbound calling experience
• Ability to work independently in a productivity-based environment
• Tech-savvy: able to navigate multiple systems simultaneously
• Comfortable learning proprietary platforms
• Basic Excel proficiency (pivot tables, formulas, project-based spreadsheets)
• Reliable high-speed internet meeting company specs
• Flexible schedule within assigned market hours
• Ability to pivot between priorities quickly

Preferred Skills & Qualifications:

• Previous experience, knowledge and understanding of coordinating care for members
• Familiarity with federal and state laws and requirements related to healthcare and health information protection
• One or more of the following certifications: Basic Life Support (BLS), Certified Medical Assistant (CMA), Certified Nursing Assistant (CNA), Emergency Medical Technician (EMT)
• Excellent verbal, written and interpersonal communication skills
• Demonstrated ability to gain acceptance and compliance from clinical staff to achieve mutually beneficial outcomes
• Excellent problem-solving skills, including the ability to systematically analyze problems, draw relevant conclusions and devise appropriate courses of action
• Strong organizational and prioritization skills; able to manage multiple activities and work independently with minimal supervision
• Bilingual (strongly preferred)
• Experience in customer service environments (call center acceptable if adaptable)

About the Organization:

Equality Health is an integrated, holistic, and tech-enabled healthcare delivery system focused on improving the health and wellness of diverse populations. Founded in 2015, Equality Health aims to improve access to value-based care for people who have long struggled with navigating the traditional one-size-fits-all U.S. healthcare system. The mission of the company is to provide high-quality care that improves and enhances lives regardless of race, ethnicity, age, or income.

Through its supplemental care management services and proprietary technology platform, CareEmpower™, Equality Health helps managed care plans and health systems improve outcomes and lower costs for diverse populations while simultaneously facilitating the transition to risk-based accountability. Equality Health supports over 800,000 members and more than 4,000 practice sites and continues to scale rapidly.

In 2021, Equality Health partnered with General Atlantic, a leading global growth equity firm, to help drive continued expansion and fuel the next phase of growth as a leading value-based primary care network serving the Medicaid, Medicare and ACA Exchange populations. This strategic investment will enable Equality Health to pursue further geographic expansion, technological innovation and product development while furthering its mission of increasing access to care, lowering costs and improving outcomes for underserved individuals, families and communities.

Equality Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.