Family Care Specialist

Family Care Specialist/Navigator

Full Time

Hybrid- 2 days/week onsite

Office Location- Culver City, CA

$80,000-100,000

Core Responsibilities

Intake & Family Support

• Answer inbound intake calls, emails, and messages with professionalism and empathy
• Gather accurate client information, needs, preferences, and urgency of care
• Clearly explain next steps, timelines, and what clients can expect
• Serve as a consistent point of contact throughout the matching and onboarding process

Provider Matching & Coordination

• Match clients with appropriate providers based on clinical needs, availability, location, insurance, and preferences
• Coordinate introductions and facilitate handoffs between clients and providers
• Track provider availability and maintain accurate provider profiles
• Follow up to confirm successful matches and address any issues

Customer Service & Success

• Deliver a high-quality, supportive customer experience at every touchpoint
• Proactively follow up to ensure satisfaction and continuity of care
• Identify and escalate concerns or service gaps
• Document all interactions clearly and accurately

Insurance & Benefits Support

• Collect and verify basic insurance information during intake
• Provide general education on benefits, coverage, copays, deductibles, and out-of-pocket maximums
• Flag potential coverage issues and route complex questions appropriately

Administrative & Operational Support

• Maintain organized, detail-oriented records
• Track cases and outcomes using internal systems
• Follow workflows while identifying opportunities for improvement

Qualifications/Skills

• Strong verbal and written communication skills
• Excellent organizational skills and attention to detail
• Previous experience in a Customer Success role within small business or ptient care space.
• Ability to manage multiple priorities
• Passion for serving families and navigating the complex child care space
• Comfort discussing sensitive topics with empathy
• Basic understanding of health insurance concepts
• Proficiency with CRM and office tools

Company Benefits/Perks

• Mission-driven, collaborative team
• Competitive startup salary
• Performance-based bonus opportunities
• Early employee growth and leadership opportunities
• Medical, dental, and vision coverage
• Flexible PTO policy
• Hybrid work environment