Care Team Member (Member Specialist & Virtual Companion Role)

Homethrive; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

This innovative firm is seeking a compassionate Care Team Member to provide vital support to aging clients. In this full-time role, you will engage with members through phone interactions, build meaningful connections, and coordinate essential services. Ideal candidates will have a strong background in relationship-building, healthcare, or social services, and possess excellent assessment and analytical skills. Join a dynamic team dedicated to transforming caregiving and enhancing the lives of seniors. Embrace the opportunity to make a real difference while working in a supportive, remote-first environment that values personal growth and development.

Benefits

Regular coaching and development opportunities

Team-based environment

Performance-based recognition programs

Qualifications

• 3+ years in relationship-building roles, ideally in healthcare or social services.
• Proficient in CRM systems and contact center platforms.

Responsibilities

• Build trust and rapport with members through personalized conversations.
• Conduct assessments and coordinate services to meet member needs.

Skills

Relationship Building

Assessment Skills

Analytical Skills

Active Listening

Multitasking

Education

Experience in healthcare or social services

Background in social work or case management

Tools

CRM systems

Contact center platforms

Job description

Care Team Member (Member Specialist & Virtual Companion Role)

Homethrive was born from personal experience. Our founders grappled with the overwhelming challenges of caregiving for family members while balancing their work lives. The journey was fraught with confusion, a myriad of unanswered questions, and countless hours delving into endless online searches. After taking numerous days off and spending extended hours on the phone, the answers remained elusive. They recognized the need for a streamlined, more efficient solution. Enter Homethrive!

Our Mission

Homethrive transforms aging and caregiving through personalized, human-centered support that bridges gaps in care and reduces social isolation. Through our Virtual Companionship Program and dedicated Care Team Members, we build meaningful connections that empower seniors to age confidently while providing essential support to caregivers and families.

Location

Homethrive is a remote-first culture, with headquarters in Chicago, IL.

Position Overview

As a Care Team Member at Homethrive, you will serve in a hybrid role that spans multiple service areas including Member Specialist, Virtual Companion, Concierge, and Enrollment Specialist positions. Starting as a Member Specialist, you'll develop comprehensive skills while providing compassionate support to our aging clients through phone interactions, relationship building, and service coordination. This role is ideal for individuals with at least two years of call center experience, adaptability to cross-functional responsibilities, and dedication to improving the lives of older adults.

This role is full-time and may be required to work nights and weekends. Training will be provided for each specialized function as you progress.

Core Objectives:

• Ability to build rapport quickly with a diverse member base
• Develop meaningful connections with members through needs-based conversations
• Monitor and identify potential health concerns and/or needs through regular assessments
• Guide members through their care journey by coordinating services and resources
• Achieve measurable and positive outcomes in member engagement and satisfaction

Key Responsibilities

• Build trust and rapport with members
• Conduct personalized, needs-based conversations that demonstrate active listening and genuine engagement
• Complete thorough initial assessments and regular reassessments to track member progress
• Proactively identify care gaps and coordinate appropriate services/resources
• Navigate member benefits and community resources while collaborating with the member and teammates to ensure member’s issues are resolved
• Document interactions comprehensively while maintaining natural conversation flows
• Demonstrating ability to efficiently multitask between various technology platforms without disrupting member engagement.
• Participate in ongoing coaching and development activities to enhance service quality

Required Qualifications

• 3+ years experience in relationship-building roles (healthcare, social services, or customer care)
• Demonstrated ability to build rapport and trust quickly in remote environments
• Strong assessment and analytical skills to identify underlying needs
• Experience with outcome-based performance metrics
• Proficiency in CRM systems and contact center platforms
• Ability to work flexible hours including evenings/weekends

Preferred Qualifications

• Experience in conducting health/wellness assessments
• Background in social work or case management
• Experience with quality assurance metrics and continuous improvement

Success Metrics

Performance will be evaluated through various metrics including, but not limited to:

• Quality of member interactions and relationship building
• Assessment completion rates and accuracy
• Member engagement and satisfaction scores
• Adherence to scheduled appointments (85%+ target)
• Quality assurance scores (80%+ target)

Note: Additional performance metrics may be introduced as part of our continuous improvement process.

Benefits:

• Full-time remote position
• Regular coaching and development opportunities
• Team-based environment with peer learning and support
• Performance-based recognition programs

Available Shifts

• 11:30am - 8pm EST (Monday - Friday)

EEO

Homethrive provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including sex stereotyping), national origin, ancestry, citizenship status, pregnancy (which included pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), physical disability, mental disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner status, gender, gender identity, gender expression, medical condition (including, but not limited to, cancer-related or HIV/AIDS-related), genetic information, sexual orientation, or any other status protected by applicable federal, state, and local laws.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Health Care Provider

Industries: Hospitals and Health Care