Senior Care Specialist

Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It’s no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Senior Care Specialist is a key member of Upward Health’s Care Team Pod, which consists of a diverse, multidisciplinary group providing direct support and care to patients in the community. This role involves building relationships with patients, assisting with care coordination, and offering emotional support. The Senior Care Specialist provides essential services like conducting needs assessments, setting health goals, supporting patients with daily living needs, and ensuring follow-up care. As a senior team member, the Senior Care Specialist also mentors other Care Specialists and provides feedback to enhance services. This role is integral to improving care for underserved populations, making it critical for the team’s success.

Skills Required:

• Minimum of 3 years of experience as a Medical Assistant (MA), Certified Nursing Assistant (CNA), Community Health Worker (CHW), or Peer Support Specialist (PSS); or 2 years of internal experience with Upward Health.
• High school diploma or GED required.
• Strong organizational skills for managing a personal schedule and coordinating services.
• Ability to conduct home visits and patient outreach.
• Comfort with computer data entry and use of EHR/EMR applications.
• Strong communication skills, both oral and written.
• A valid driver’s license, auto liability insurance, and reliable transportation.
• Knowledge of social and health issues affecting the community.
• Ability to establish and maintain professional boundaries with patients and coworkers.
• Cultural competency and the ability to work with diverse community members.
• Technologically savvy is a plus, including familiarity with office software (email, messaging, etc.).
• Certification, coursework, or college credit in social services, public health, or health-related studies preferred.

Key Behaviors:

• Empathy & Compassion:
• Consistently demonstrates a patient-centered approach by building rapport with patients, offering emotional support, and listening to their needs.
• Collaboration:
• Works seamlessly within a multidisciplinary team, collaborating with healthcare providers, community organizations, and patients to ensure the best outcomes.
• Adaptability:
• Comfortable with the evolving nature of services and protocols in a startup environment, demonstrating flexibility and willingness to adjust to change.
• Reliability & Accountability:
• Takes ownership of tasks, ensuring timely completion, and holding oneself accountable for the quality of work.
• Mentorship:
• Demonstrates leadership by mentoring and guiding fellow Care Specialists, sharing knowledge, and fostering a supportive work environment.
• Cultural Sensitivity:
• Demonstrates the ability to work effectively with people from diverse backgrounds and ensures culturally competent care.
• Resourcefulness:
• Utilizes available resources efficiently to address patient needs and solve problems as they arise.
• Effective Communication:
• Communicates clearly and proactively with patients, colleagues, and leadership to ensure smooth operations and patient care.

Competencies:

Patient Care & Support:

• Demonstrated ability to provide direct care and support to patients, including home visits, health assessments, care coordination, and assisting with daily living needs.

Organizational Skills:

• Strong ability to manage schedules, coordinate services, and keep detailed records of patient interactions.

Problem-Solving:

• Capable of identifying challenges faced by patients, whether related to health, social issues, or navigating the healthcare system, and developing effective solutions.

Mentoring & Leadership:

• Ability to mentor and guide new Care Specialists, helping them develop the skills needed to succeed in their roles.

Community Knowledge & Resource Utilization:

• Well-versed in community resources and able to connect patients with services related to housing, food, transportation, and behavioral health.

Technology Proficiency:

• Comfortable using EHR/EMR systems and other technologies to document patient care and communicate with the care team.

Cultural Competency:

• Demonstrates an understanding of diverse populations and ensures all interactions are respectful and inclusive.

Collaboration & Teamwork:

• Works effectively as part of a multidisciplinary team to deliver comprehensive, coordinated care to patients.

Commitment to Education & Development:

• Stays current with required training and educational requirements and is dedicated to personal and professional growth.

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.