Job Title: Care Advocate - Remote

Status: Full-Time

Reports To: Head of Operations

About Here Now Health:

Here Now Health is the first virtual healthcare company specifically built for children and families impacted by the child welfare system. We deliver child welfare–informed, high-touch care to Medicaid-covered youth navigating foster care, adoption, kinship placements, and juvenile justice. Our model prioritizes consistency, trust, and accessibility in systems where they are too often missing.

Role Summary

The Care Advocate is a highly organized, detail-oriented role at the center of how care is coordinated for youth and caregivers throughout their care journey. The Care Advocate owns the admissions, scheduling, benefits verification, documentation, and telehealth logistics that keep care moving, tracking outstanding items, following through relentlessly, and staying resourceful and persistent in navigating the systems, paperwork, and approvals that too often stand between a youth or young adult and care.

The role also requires a steady, trusted presence with families who may be under stress or unfamiliar with telehealth: guiding first-time users through the technology, helping caregivers fit appointments into demanding schedules, and reaching back out to patients who have missed appointments. The Care Advocate anticipates and removes the logistical, technical, and practical barriers that keep families from starting or continuing care. This work is central to how Here Now Health keeps care connected through placement changes, caregiver transitions, and the disruptions common in child welfare.

Key Responsibilities

Onboarding, Admissions & Referral Management

• Serve as the first point of contact for new referrals, families, caregivers, and case managers, and as a consistent relationship throughout the care journey.
• Explain the purpose and services of Here Now Health in a way that reduces fear and confusion and builds confidence in care.
• Guide patients and families through admissions and onboarding, making sure they understand each step required to begin care.
• Act as a supportive liaison among caregivers, biological parents, case managers, and child welfare staff.
• Identify and address barriers that may prevent a patient from successfully entering or remaining in care.

Insurance, Medicaid & Benefits Support

• Verify Medicaid eligibility, plan ID numbers, and benefits for prospective and existing patients.
• Monitor insurance status over time and proactively assist patients whose coverage has lapsed or changed.
• Provide basic, patient-friendly Medicaid education 
• Communicate information needed to establish and maintain access to care.
• Escalate complex insurance or billing questions to the appropriate internal team member.

Scheduling & Provider Coordination

• Manage provider schedules and coordinate patient appointments to ensure timely access to care.
• Schedule, reschedule, and rebook appointments as needed.
• Monitor upcoming appointments and proactively address scheduling issues or barriers.
• Maintain accurate scheduling and patient information within the organization's systems.

Patient Engagement & Retention

• Conduct proactive, high-touch outreach to patients and families who have missed appointments or disengaged from care.
• Make phone calls and send supportive communications to re-engage families and encourage continued participation.
• Follow up with patients who have not completed admissions or scheduled their next appointment.
• Identify common barriers to engagement and escalate recurring issues to leadership.

Telehealth & Technical Support

• Help patients and caregivers access telehealth appointments and navigate the technology required to participate—meeting people wherever their comfort level starts.
• Provide clear, patient-friendly guidance to individuals who may have limited familiarity with telehealth technology.
• Troubleshoot basic technical issues with virtual visits, appointment links, and platforms; escalate what can't be resolved directly.
• Prepare caregivers and youth for what to expect - privacy, platform use, and first-week basics.

Patient Documentation & Administrative Support

• Assist patients in completing required documentation and onboarding materials.
• Help patients understand and complete consents, care plans, intake forms, releases of information, and other required documentation.
• Follow up with patients regarding incomplete or missing documentation.
• Maintain accurate and timely records in the electronic health record (EHR), scheduling platform, and other organizational systems.
• Ensure patient information and administrative records are updated accurately and in accordance with organizational policies and applicable privacy requirements.

Cross-Functional Collaboration

• Collaborate closely with providers, clinical teams, and other operational teams to support patient access and continuity of care.
• Communicate patient needs and barriers to care to the appropriate team members.
• Help identify opportunities to improve the admissions, scheduling, and patient experience processes.
• Participate in team meetings, training, and process improvement initiatives as needed.
• Perform other duties and administrative responsibilities as assigned.

Qualifications

Required

• Previous experience in healthcare administration, patient access, admissions, scheduling, care coordination, customer service, or a related field.
• Experience working in a telehealth or healthcare environment.
• Excellent organizational skills and strong attention to detail.
• Experience working with children, adolescents, families, or behavioral health.
• Ability to manage multiple tasks, priorities, and patient interactions in a fast paced environment.
• Comfortable making frequent outbound phone calls and conducting patient outreach.
• Strong computer skills and ability to quickly learn new systems as well as being able to explain those systems to others.
• Spanish fluency required.
• Tenacity and resourcefulness: must have the ability to problem-solve until a challenge is resolved.
• High emotional intelligence and strong relationship-building skills, with the ability to establish trust quickly with youth, caregivers, and system partners.

Preferred

• Lived experience within the child welfare system is highly valued and welcomed in lieu of, or alongside, formal experience
• Experience working with Medicaid plans/population.
• Experience with insurance eligibility verification and/or Medicaid.

Work Environment & Hours

• 100% remote
• Full-time role with flexible scheduling
• Must have access to a private, quiet workspace with reliable high speed internet.

Compensation and Benefits

Compensation

• Base Salary: $40,000 annually
• Performance Bonus Opportunity: Monthly Bonus potential, up to $12,000 annually based on achievement of individual and organizational goals

Benefits

• Medical, dental, and vision insurance
• Comprehensive 401(k) retirement plan 
• Paid time off, including vacation, sick time, company holidays, floating holidays
• Technology and equipment necessary to perform the role
• Flexible and remote work arrangements, where applicable