Req #201208

Nurse Clinical Care Guide

Remote/Virtual
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RN Clinical Care Guide

Castlight Care Guides offer one-to-one live support to connect members to the right benefits and care, combining Castlight’s personalized health navigation technology with a clinician-led, high-touch service. Castlight Care Guides engage users through their preferred modality—chat, telephone, or email—to deliver data-driven, tailored recommendations steering employees to the best next step in their healthcare journey.

As a Castlight Clinical Care Guide, you will be a trusted source of personalized support and knowledge who helps members via phone, chat or email with any issues related to their health or health benefits. Your primary responsibility will be to help our members navigate healthcare, ensure they are served by high-quality providers and get the right care at the right time. In service of our members, no problem is too big or too small.

Responsibilities

Respond to and anticipate our members’ healthcare needs.
  • Educate and help members navigate the complicated healthcare system
  • Facilitate members better managing their health conditions by helping them understand and follow their treatment plans, as well as when to contact their provider
  • Help members become educated consumers of healthcare by preparing them for visits, tests and procedures
  • Guide members to resources to educate them about their specific health conditions
  • Address inquiries regarding claims, benefits, eligibility, provider searches and other health-related inquiries, and then ensuring their needs have been met
  • Communicate with members via the channel that works best for them (e.g., phone, email, mobile)
Facilitate members achieving better health outcomes, improving quality of life and reducing overall costs of care for our customers.
  • Become knowledgeable about our members’ benefits to effectively answer questions
  • Ensure members get high quality, low cost care wherever possible
  • Help members avoid complications that can lead to hospital admissions and readmissions
  • Understand employer health benefit plans and know where to access benefit information
  • Assist members and members with wellness activities, enhanced benefits, behavioral incentives
Create trusted relationships with members.
  • Listen and understand the broader context of our members’ and their families’ lives, what their preferences are and what contributes to/hinders their ability to self-manage their health and healthcare
  • Apply motivational interviewing to provide tailored information and options about their benefits to help address barriers to care and make informed decisions about their next best actions
  • Conduct research on members’ behalf to resolve healthcare issues as their advocate
  • Collect relevant information about how to improve member-specific health challenges

Skills and Qualifications
  • Minimum of 5 years as an active RN with a current unencumbered license or an RN with BS/A in another field or BSN with 3 years nursing experience
  • Nursing experience in medical/surgical, triage, case management experience (hospital and home health), patient education, telephonic nursing, disease management, discharge planning, care coordination, or utilization review, clinic-based nursing, nurse navigation and call center experience. preferred but not required
  • Demonstration of strong and broad knowledge of the healthcare industry, current healthcare delivery systems, and ability to explain customer-specific wellness and health plan benefits
  • Experience with telephonic health coaching strongly preferred
  • Commitment to quality and providing evidence-based-care
  • Excellent written and verbal communication skills with proven ability to communicate with individuals at various levels within the organization
  • Ability to perform well under pressure, adapt to change, and meet deadlines in a fast-paced, dynamic, evolving environment
  • Detail-oriented, inquisitive, problem-solving in nature
  • Proven ability to roll up your sleeves and make a contribution quickly by identifying ways to improve services and care overall

Who We Are

Castlight is on a mission to make it as easy as humanly possible for its users to navigate the healthcare system and live happier, healthier, more productive lives. Our health navigation platform connects hundreds of health vendors, benefits resources, and plan designs into one comprehensive health and wellbeing experience. We guide individuals—based on their unique profile—to the best resources available to them, whether they are healthy, chronically ill, or actively seeking medical care. Castlight transforms the employee benefit experience into a deeply personalized, yet simple, guided one, empowering better-informed patient decisions to unlock better healthcare outcomes and maximizing return on healthcare investments.

We are one team, on a mission, making things happen.  
Castlight Health provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Castlight Health will provide reasonable accommodations for qualified individuals with disabilities.

Castlight Health does not accept unsolicited assistance from recruitment search firms for employment opportunities. All resumes submitted by search firms to any employee at Castlight Health via email, the Internet or in any form and/or method without a signed search agreement on Castlight’s form in place ahead of time will be deemed the sole property of Castlight Health. In such cases, no fee will be paid or payable in the event the candidate is hired by Castlight as a result of the submission.