Job Description
Job DescriptionPatient Care Coordinator - Care GuideLocation: Pompano Beach
Hourly Rate: $21-$22
About the Role
The Care Guide serves as a personal resource for members—including customers, patients, and caregivers—supporting them throughout their healthcare journey. This role focuses on proactively identifying member needs, navigating the healthcare system, coordinating care, and ensuring members fully understand and utilize their health plan benefits. Care Guides play a critical role in improving outcomes, reducing unnecessary healthcare costs, and delivering an exceptional member experience through compassionate, personalized support.
Key ResponsibilitiesMember Support & Care Coordination
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Serve as a primary point of contact for members via phone, email, and chat
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Schedule in-home visits, health assessments, and practitioner appointments
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Assist members with all aspects of the Porter relationship, including accounts, products, and the Member Platform
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Proactively identify member needs and provide personalized, high-touch service
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Act as a comprehensive resource for healthcare-related questions and concerns
Healthcare Navigation & Education
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Interpret and explain health plan benefits and coverage in a clear, member-friendly manner
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Ensure members are fully utilizing their insurance benefits
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Identify appropriate sites of care and cost-effective healthcare solutions
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Facilitate education resources to support member self-care and health literacy
Social Determinants of Health (SDOH)
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Identify and document SDOH factors impacting member health and care access
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Assist members in locating and connecting with relevant community resources
Clinical & Cross-Functional Collaboration
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Serve as a communication bridge between members and appropriate clinical care teams
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Facilitate timely information sharing to support coordinated care
Hospital Discharge Support (When Applicable)
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Coordinate and facilitate patient discharge planning in collaboration with healthcare professionals
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Review hospital case notes to identify post-discharge needs, including Durable Medical Equipment (DME)
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Act as a concierge to facilitate DME procurement and schedule follow-up appointments
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Support a discharge process that promotes patient satisfaction, adherence, and efficient use of resources
Documentation & Systems
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Accurately document all member and caregiver interactions
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Manage and update records within Salesforce Service Cloud (CRM)
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Maintain confidentiality and security of all company-sensitive information
Member Experience
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Deliver consistently excellent service to boost member satisfaction and loyalty
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Go above and beyond to ensure members feel supported, valued, and cared for
QualificationsRequired
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High School Diploma
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Ability to securely manage confidential and company-sensitive information
Preferred
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2–3 years of experience working directly with patients in a healthcare setting
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Experience interpreting and applying health insurance benefits
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Strong empathy, compassion, and people-oriented communication style
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Exceptional written and verbal communication skills
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Excellent listening skills to identify both expressed and unexpressed member needs
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Strong time management and organizational skills
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Ability to work collaboratively and support on-call and holiday schedules as needed
Benefits
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Medical, Dental, and Vision Insurance
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Paid Time Off (PTO)
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Paid Holidays
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Equipment Support
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Supportive team environment and positive company culture
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