Care Experience Specialist

Overview

The Care Experience Specialist (CES) is the human layer that makes our model work. You are the trusted connection and translator between a Family Member (FM) – the people we serve – and everything CINQCARE and Grace at Home can offer.

You will build relationships and support a defined group of people in your local community, owning those relationships from first outreach through ongoing connection over time. You will proactively reach out to people who may not be expecting support, meet them at home, at their doctor's office, and in the community spaces where they already spend time, and stay accessible when they need you.

You will help reconnect people to care through consistent follow-ups, support after hospital visits, and steady, reliable presence. You are accountable for helping Family Members – especially those with high or critical needs – move from disconnection into an active care pathway by recognizing when support is needed and ensuring timely handoff and follow‑through with the care team.

While you are not a clinician, you play a critical role in making care happen. You surface needs, build trust, and coordinate closely with nurses, care managers, and providers to ensure the right care is activated at the right time. You help Family Members understand what care is available, what to expect, and why it matters – translating healthcare into something human, clear, and actionable.

• Own and manage a defined panel of Family Members, establishing the relationship from first introduction through sustained and ongoing contact, follow‑through, and retention built across months and years.
• Proactively initiate contact with individuals who may not be actively seeking support and build meaningful, ongoing relationships through persistent and compassionate engagement strategies.
• Prioritize outreach and engagement efforts across an active caseload by identifying Family Members at risk of disengagement and ensuring timely follow‑up and intervention.
• Serve as a consistent, trusted, and accessible presence for Family Members – someone they remember between visits and who listens for what they are trying to say, not only what they have said.

• Conduct community‑based outreach and engagement activities through home visits, provider offices, community centers, shelters, churches, and other community settings to ensure consistent visibility, accessibility, and support.
• Go out: wherever the relationship needs to happen – home visits, doctor's offices, community centers, shelters, churches – ensuring engagement occurs on the Family Member's terms and in the spaces where they already spend time.
• Show up as a member of the community, not a visitor to it, building trust with Family Members and the people and places they belong to, including local organizations, faith communities, and trusted community voices.
• Convert first outreach conversations into working relationships over time – persistent without being pushy – understanding who needs attention now, who is at risk of disengaging, and how to prioritize across a full caseload.

• Identify and address barriers impacting health and stability – including housing, food insecurity, transportation, benefits access, and appointment adherence – by coordinating appropriate resources, referrals, and follow‑up services.
• Help Family Members navigate the social and logistical challenges that get in the way of care, working closely with care teams to ensure barriers are identified early and addressed before they lead to disengagement or avoidable utilization.

• Support Family Members transitioning from hospitals and emergency rooms back into the community by reinforcing discharge plans, confirming follow‑up appointments, and reducing gaps in care that may contribute to avoidable readmissions.
• Build continuity where the system tends to drop off – reconciling discharge plans, confirming follow‑up care, and staying connected until the Family Member is successfully stabilized in the appropriate level of care.