Care Concierge: Charlotte, North Carolina

Care Concierge Position at Carewell

Carewell is a category-defining business that provides trusted caregiving solutions and support for individuals and families. Through Carewell Family Services, we extend our commitment beyond products to person-centered navigation, care coordination, and advocacy services that address social determinants of health needs. Our approach emphasizes compliance, scalability, and high-quality member experiences, while partnering closely with clinicians and community resources to support better outcomes.

This is an opportunity to join a growing care navigation program at a moment when your contribution will directly shape how it scales. As a Care Concierge, you are part of a cross-trained pod that carries a member across the full arc of their early journey with Carewell: introducing the program and earning their trust, welcoming them in once they've enrolled, and coordinating the ongoing work that closes care gaps and connects them to resources.

The role is built around three connected functions:

• Enrollment — introducing prospective members to the program, earning their trust, and securing their participation.
• Member-Facing Welcome Visits — conducting the welcome visit with newly enrolled members and setting them up for the coordination support ahead.
• Care Navigation & Coordination — the ongoing work of closing care gaps, coordinating with providers and pharmacies, and connecting members to community resources.

Assignment across these three functions is not fixed. On any given day or week, your team lead will assign you to whichever function has the greatest member need and queue volume at that time, which may mean a full day of enrollment calls, a full day of care navigation, or a mix of both. This flexibility is core to the role, not an occasional exception, and is one of the primary reasons this position exists.

This program is early-stage, and this role is being built in real time. Processes will evolve, priorities will shift, and some days the answer to "how do we do this?" will be "let's figure it out together." If that sounds frustrating, this isn't the right fit. If that sounds like an opportunity, keep reading. We'll be looking for a partner who can provide feedback and help us shape the program as it evolves.

Your assignment across enrollment, welcome visits, and care navigation on any given day will be determined by the team lead based on real-time queue volume and staffing needs.

Enrollment — Introducing the Program & Securing Participation

• Conduct outbound outreach to prospective program participants, working a structured referral queue with consistency and professionalism.
• Introduce the program using plain, accessible language — communicating tangible benefits without clinical jargon or unnecessary complexity.
• Build rapport with older adults, including those who may be skeptical, confused, or reluctant.
• Proactively address common concerns and objections with warmth and confidence.
• Obtain all required verbal consents individually and in sequence — consent documentation is a hard compliance gate; no scheduling proceeds without it.
• Complete and document an intake questionnaire with prospective members who wish to enroll.
• Coordinate and schedule the member's initiating provider appointment upon successful enrollment.

Member-Facing Visits

• Conduct the welcome visit with newly enrolled members — the first in-depth touchpoint after enrollment — setting expectations for how the program will support them.
• Explain how ongoing coordination will work going forward.
• Provide condition-specific education tailored to the member's literacy level, language, and learning preferences.
• Coach members on self-management basics: symptom monitoring, when to call the doctor, medication routines.
• Use motivational interviewing techniques and deliver culturally sensitive, trauma-informed care.
• Complete or confirm initial SDOH screening and flag any immediate barriers to the pod for follow-up.
• Set the member up for a seamless transition into ongoing coordination, documenting thoroughly so anyone in the pod can assist without a gap.

Care Navigation & Coordination — Closing Gaps, Connecting Resources

• Serve…