Care Concierge: Charlotte, North Carolina

Carewell • Charlotte, NC

2d • Hybrid

About The Position

Carewell is a growing business that provides caregiving solutions and support for individuals and families. Through Carewell Family Services, we offer navigation, care coordination, and advocacy services. This role is an opportunity to join a growing care navigation program and help shape its scale. As a Care Concierge, you will be part of a cross-trained pod that supports members throughout their early journey with Carewell, from introduction and enrollment to ongoing coordination and resource connection. The role involves three main functions: Enrollment (introducing the program and securing participation), Member-Facing Welcome Visits (conducting initial visits with new members), and Care Navigation & Coordination (closing care gaps and connecting members to resources). Assignments to these functions will vary daily based on team needs and queue volume. This is an early-stage program, and the role involves adapting to evolving processes and contributing to program development.

Requirements

• Active Certified Medical Assistant (CMA) or Registered Medical Assistant (RMA) credential from a nationally recognized certifying organization.
• 1+ years of member-facing healthcare experience (e.g., medical clinic front office, member registration, care coordination, enrollment, telehealth outreach, or remote CCM/RPM).
• Experience working with Medicare-enrolled, dual-eligible, or older adult populations.
• Demonstrated ability to build trust and communicate effectively with older adults, including those who are skeptical or hard to reach.
• Strong understanding of care coordination principles.
• Comfortable discussing chronic conditions, medications, and treatment plans with members (reinforcing clinical guidance without providing medical advice).
• Proficient with EHR systems, care management platforms, CRMs, and digital communication tools.
• Compliance-oriented; understands the importance of process gates.
• Willing and able to be reassigned across enrollment, welcome visits, and care navigation based on daily business needs.
• Metric-aware and accountable; tracks own performance and owns follow-through.
• Comfortable with ambiguity and rapid iteration.
• Availability to work Monday–Friday, 9am–6pm EST with no restrictions.
• Must be located and able to report in person in or around Charlotte, North Carolina.

Nice To Haves

• Community Health Worker (CHW) certification or training.
• Experience conducting post-hospital or post-ED transitional care calls.
• Prior experience with SDOH screening tools or community resource navigation.
• Bilingual (Spanish preferred; other languages depending on target population).

Responsibilities

• Conduct outbound outreach to prospective program participants, introducing the program and its benefits in plain language.
• Build rapport with older adults, addressing concerns and objections with warmth and confidence.
• Obtain all required verbal consents and complete intake questionnaires for new enrollees.
• Coordinate and schedule the member’s initiating provider appointment upon successful enrollment.
• Conduct welcome visits with newly enrolled members, explaining program support, ongoing coordination, and providing condition-specific education.
• Coach members on self-management basics, including symptom monitoring and medication routines.
• Complete or confirm initial SDOH screening and flag immediate barriers for follow-up.
• Serve as a liaison between members, providers, pharmacies, agencies, and community resources.
• Proactively coordinate with PCP offices to manage referrals, prior authorizations, and medication changes.
• Support medication adherence by identifying barriers, educating on proper use, and escalating concerns.
• Help members access affordable medication and other community-based resources like durable medical equipment and transportation.
• Conduct structured SDOH screenings to identify barriers and ensure members receive services.
• Build and maintain a regional resource directory.
• Escalate care navigation concerns to the team lead promptly.
• Document every member interaction accurately in real time.
• Follow consent and compliance procedures without exception.
• Work fluidly across multiple platforms, adapting to evolving tools and workflows.
• Respond constructively to quality audits, coaching, and feedback.

Benefits

• Health, Dental, and Vision insurance
• Short-term Disability and Life Insurance (100% employer-sponsored)
• Long-term Disability
• Supplemental Life Insurance
• 401(k) Retirement Plan
• 6 Paid Holidays
• PTO: 10-15 days per year based on tenure milestones
• Access to comprehensive training on CMS Principal Illness Navigation (PIN) services, care coordination best practices, and condition-specific education.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed