apree health brings together a best-in-class engagement platform with an advanced primary care model to provide a vastly better health and care experience, improve outcomes, and significantly lower the total cost of care for a population.
Job Description Summary
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.How will you make an impact & Requirements
Care Guide
40 hours per week closing shift 10:30am – 7:00pm MT. Training is fully paid.
Must successfully complete 3-4 weeks of training with 100% attendance anticipated to start on March 24, 2025.
Looking for both hybrid and remote workers (If within 50 miles of Sandy office, hybrid employee; if outside 50 miles, remote employee).
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.
Responsibilities:
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
Cameras must be on during meetings
Qualifications:
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
Remote employees must be free from distractions: Anything that prevents or detracts the employee from giving full attention to work.
Bilingual or multilingual a plus
Must be able to perform the job duties
Physical Demands:
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.
