Care Coordinator

About the role

You serve as a critical operational partner for Pomelo clinical practice, ensuring efficient patient journeys from intake to resolution. In this role, you own key administrative processes that keep the care pathway clear and predictable. You work autonomously while maintaining close alignment with clinical teams to address member needs. Your contributions directly support vulnerable families by maintaining smooth care coordination. You connect patients to appropriate providers and community resources, including social services for housing, transportation, WIC, and SNAP. You manage the member support phone line, responding to every inquiry with clarity and precision.

Key facts

What you'll do

• Execute end-to-end coordination of patient journeys from initial intake through successful resolution.
• Act as the primary point of contact by managing the member support phone line and handling inquiries with clarity and precision.
• Verify eligibility for current and incoming patients while overseeing the offboarding process when applicable.
• Connect patients to appropriate providers and community resources, including social services for housing, transportation, WIC, and SNAP.
• Organize patient schedules, prioritize cases, send reminders, and optimize provider calendars to reduce idle time and bottlenecks.
• Coordinate referrals to the health plan's Case Management team for complex needs that require additional support.
• Collaborate with the Market Operations Lead to design and refine workflows that improve care coordinator efficiency and patient experience.
• Maintain flexibility to handle additional duties as requested by the clinical and operations teams.
• Adhere to a fixed schedule of Monday to Friday, 9:00 AM to 6:00 PM ET to ensure consistent coverage.
• Support vulnerable families by maintaining smooth care coordination and removing barriers to accessing care.
• Monitor process flows to prevent issues before they impact patients and to ensure continuity of care.
• Document interactions and decisions accurately to support cross-functional alignment with clinicians and stakeholders.
• Contribute to continuous improvement by identifying patterns in cases and suggesting practical enhancements to procedures.
• Act as a results-driven partner who moves quickly without compromising accuracy or compliance.

Requirements

You bring two or more years of healthcare administration experience, preferably within virtual care settings. You are familiar with SDOH platforms, referral processes, and related documentation. You operate as a results-driven professional who moves quickly without compromising accuracy. You demonstrate meticulous attention to detail and prevent issues before they impact patients. You go beyond standard expectations to support patients during challenging situations. You handle ambiguous circumstances by making timely, thoughtful decisions. You work effectively in cross-functional teams with clinicians. You are passionate about improving outcomes for mothers and children. You are comfortable using technology platforms to manage scheduling, eligibility, and resource connections. You communicate clearly and professionally both in writing and on the phone. You maintain confidentiality and adhere to policies that protect patient information. You are reliable, punctual, and able to manage multiple priorities in a fast-paced environment. You understand the importance of following up on outstanding items to ensure comprehensive care coordination.

Practical notes

This listing names HQ. Your schedule will be Monday to Friday, 9:00 AM to 6:00 PM ET. This position is eligible for equity, providing an ownership stake in Pomelo's mission. The role supports fully remote work within the United States. You are offered 16 weeks of paid parental leave. Pomelo provides comprehensive Health, Dental, and Vision coverage for employees and their families. You have access to High deductible Health Plans with Health Savings Account (HSA) options and a Flexible Spending Account (FSA). The role includes equity grant participation, a 401(k) program, and a competitive vacation policy.

Diversity and inclusion

Pomelo is committed to building a team that reflects the diversity of the population we serve. We welcome applicants of all backgrounds, including but not limited to race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.