Carewell

Medical Director

• Stand up and run daily clinical operations
• Translate program requirements into repeatable care workflows
• Define the care team structure
• Ensure billing-ready documentation is completed correctly
• Operate a controlled pilot with volume caps
• Create onboarding and training for care team members
• Define escalation pathways and ensure SLAs are met
• Define what the clinical team needs in workflows

Director of Clinical Operations

Customer Support

• Help, support and care for our customers through quality conversations and customer service experiences
• Answer phones and assist customers with order placement, reorders, product questions and guidance, returns, and website navigation
• Ensure every customer feels valued and supported
• Build customer relationships based on trust, kindness, and reliability
• Recommend products that best serve our customers’ interests
• Practice active listening, clarify information, and diffuse tension for upset customers
• Participate in ongoing training and learning opportunities
• Utilize software, databases, scripts, and tools appropriately
• Adhere to all company policies and procedures

Customer Care Associate

Consultant

• Act as the lead advisor to leadership, providing best-practice recommendations for care coordination technology, patient engagement strategies, and service roadmaps.
• Author and formalize step-by-step SOPs for all activities, including patient intake, risk stratification, and escalation protocols.
• Design end-to-end clinical and administrative workflows to ensure seamless communication between patients, providers, and the Carewell team.
• Create the "Carewell Toolkit," including training manuals, templates, and "cheat sheets" to ensure scalability.
• Facilitate feedback loops during the pilot phase, updating workflows in real-time based on your findings and patient outcomes.
• Provide expert guidance on Medicare benefits, enrollment logistics, and system navigation.
• Review MSNs and EOBs for errors, resolve billing disputes, and identify pharmaceutical assistance programs to reduce out-of-pocket costs.
• Manage specialist scheduling, telehealth setups, and transportation, ensuring medical records follow the patient to prevent redundant testing.
• Serve as the central point of contact for families, providing updates and vetting non-medical resources like Meals on Wheels or respite care.

Director of Clinical Operations

Customer Care Associate

Licensed Clinical Social Worker – Consultant