Health Coach Specialist II

FreedomCare•Chicago, IL

4d•Onsite

About The Position

FreedomCare is a healthcare company dedicated to revolutionizing the home care industry since 2016, supporting patients across the U.S. by empowering them to choose their in-home caregiver. The Health Coach Specialist II will be the face of FreedomCare in the Illinois communities, serving as a field-based position with required fieldwork in Chicago, IL, and occasional commutes to the Chicago office. This role oversees home service workers, ensuring high-quality, non-medical support services to clients through on-site visits, training, and assessment of client needs and service plan adherence. The Health Coach collaborates with waiver members, caregivers, and Case Management Agencies to ensure a seamless customer service experience and that clients receive necessary care, while also maintaining a strong relationship between FreedomCare and Case Management Agencies.

Requirements

A bachelor's degree or equivalent work experience.
Two + years’ experience working with frail or elderly disabled adults and caregivers.
2-3 years Inside Sales, call center, telephonic outreach, customer service or other similar experience (required).
1-3 years’ medical field experience and/or case management, home health; experience updating and maintaining case notes and completing case reviews.
The ability to exercise judgement independently and voice noticeable issues or trends.
Strong verbal and written communication skills; ability to establish strong rapport to effectively communicate, guide, educate, and support waiver members and caregivers.
Strong problem-solving skills; able to identify issues and escalate when appropriate.
Excellent time management, critical thinking and active listening skills; able to multitask.
Possesses a high level of empathy and emotional intelligence.
Strong proficiency in computer software navigation; Salesforce experience, a plus.
Comfort in a dynamic and always evolving startup environment.
Always maintain patient confidentiality; understands and adheres to HIPAA guidelines.

Nice To Haves

Salesforce experience

Responsibilities

Schedule and perform home assessments in person.
Develop relationships with Case Management Agencies for best practice and as a representative of FreedomCare.
Serve as a field expert to support waiver members and caregivers' onboarding experience (as needed) for orientation and remote onboarding to ensure consent and acceptance.
Partner with the Care team to monitor hospitalizations by the client for indications that the client may need additional assessment or support.
Maintain contact with the caregiver, virtual or in person, based on the needs of the waiver member or caregiver identified during the initial assessment.
On a semi-annual basis (or as required by contract) at a minimum, visit the waiver member and caregiver with the waiver Case Manager to establish communication between all members of the care team; perform additional home visits if the need is identified during the monthly contact or through escalation.
Partner with the Care team in successfully transitioning newly onboarded waiver members to the ongoing program phase.
Communicate any concerns regarding the waiver member or caregivers’ health, surroundings, safety, or unmet needs to staff RN; participate in coordination with the Waiver or assigned Case Manager.
When not visiting members, represent the organization at community events, public meetings, and other forums to promote the organization’s initiatives.
Identify opportunities for collaboration and partnership with community organizations, government agencies, businesses, and other relevant entities.
Track all activities through entries into CRM (Salesforce).
Function within the timeframes of a fast-paced startup in the healthcare environment.
Perform additional duties as needed.