Key Responsibilities:

• Member Engagement and Support:
• Serve as the primary point of contact for members, delivering high-quality assistance and support through various communication channels, including phone and/or video calls, and app messaging.
• Actively listen to members’ concerns, inquiries, and feedback, demonstrating empathy and patience while addressing their needs.
• Oversee the care management process of your caseload, ensuring effective coordination of services, timely interventions, and holistic support for members.
• Provide accurate and clear information about Cleo’s support offerings. 
• Troubleshoot issues and work towards timely and effective resolutions to ensure member satisfaction.
• Contribute to content and resource development for the Medicare population. 
• Navigation and Coaching:
• Deliver Cleo’s Health Risk Assessment and follow up support.
• Coach members through complex processes, such as benefit utilization and navigating app resources, and ensuring they understand each step and feel supported throughout.
• Collaborate with members, other Cleo Guides and Specialists to implement and manage personalized support plans that drive defined outcomes, as defined in Cleo’s workflows. 
• Address any social determinants of health shared by members and connect them to available resources for further support.
• Coordinate care between the member and their caregivers.
• Personalized Support:
• Develop a deep understanding of members’ unique situation and needs, tailoring interactions to provide personalized and relevant solutions.
• Proactively anticipate members’ needs and offer additional assistance, recommendations, and resources as appropriate.
• Documentation and Assessments:
• Maintain accurate and up-to-date records of member interactions, ensuring comprehensive and clear documentation of conversations, actions taken, and goals met.   
• Review and administer assessments to better understand needs of families and caregivers.
• Continuous Improvement:
• Actively contribute to the enhancement of member support processes, suggesting ideas for improving workflows, tools, and communication strategies.
• Participate in training and development sessions to stay updated on Cleo policies, industry trends, and product/service offerings.
• Commit to learning and growth specific to DEI/inclusive support with the goal of unlearning harmful biases when applicable. 

To be successful in this role you may have:

• Proficiency in providing verbal and written support in English and an additional language.
• Experience providing support to Medicare Members and their caregivers.
• Experience with care/case management, encompassing comprehensive needs assessment, planning, coordination, and monitoring of member caseload.
• Training or experience in health coaching. NBC-HWC certification preferred. 
• Ability to creatively problem-solve, think critically, and make decisions with a high degree of autonomy.
• Strong communication skills, both verbal and written; an ability to provide clear and concise guidance; through emails and over the phone or in-person with a casual and confident tone .
• A solution-oriented mindset, an ability to be self-motivated, and an energy and drive driven to deliver exceptional member experiences, and to support families across the globe.
• An eagerness to work in a collaborative environment; with highly competent technological skills and the ability to effectively navigate platforms such as Google Suite, Slack and Apple devices.
• An ability to thrive in an ever-changing, rapidly expanding fast-paced and remote startup environment.

Competencies:

• Technical and Business Expertise: Help to improve the family experience via feedback on services and available technology. Provide key feedback on member experience to help our cross-functional team build and further develop key features.
• Member-Focused: Challenge and support the development of Pod Teams to prioritize member needs; while delivering individually tailored solutions. Developing rapport and strong relationships with members, Pod Team, and cross-functional team members.
• Decision-Making: Gather information necessary to make decisions. Think through problems clearly and logically. Are decisive and don’t procrastinate on decisions once there is clarity on appropriate next steps.
• Communication: Listen well, express verbal and written ideas fluently and logically, are open to input, and can be depended on for truthfulness and integrity.
• Results-Oriented: Are goal-directed, focused, and accountable for meeting commitments, while also recognizing the contributions of peers.