Care Guide

TL;DR

Care Guide (Healthcare Operations): Provide comprehensive care support to members by managing in-app patient communication, coordinating patient journeys, and supporting clinicians with operational and clinical-adjacent tasks with an accent on HIPAA-compliant workflows and proactive outreach. Focus on medication prior authorizations, appointment scheduling, medical record retrieval, and monitoring emergency/inpatient events in a virtual-first environment.

Location: Watertown, Massachusetts, United States (Remote; schedule required 11 AM–7 PM ET or 8 AM–4 PM PT, 5 days/week)

Salary: $25–$28 per hour

Company

hirify.global builds a relationship-driven care and coverage model powered by a virtual and in-person clinical network and a proprietary technology platform.

What you will do

• Manage in-app patient chat: respond to inquiries, escalate complex issues to the care team, and support timely follow-ups.
• Perform proactive member outreach to encourage participation in screenings and preventive care programs.
• Provide patient education and guidance for follow-up care and medication usage as directed by clinicians.
• Coordinate care logistics: schedule appointments, collect patient vitals (self-collection or external records), and prepare required patient forms.
• Handle medication prior authorizations by submitting requests for insurance approval.
• Support operational workflows including fax management (HIPAA-compliant), medical record retrieval, and monitoring emergency/inpatient visits to notify the care team.

Requirements

• At least 1 year of experience in healthcare support, administrative, or customer service roles (ideally in virtual care or direct patient care).
• Exceptional written and verbal communication skills.
• Comfort and proficiency with new technologies and digital systems.
• Strong organization and meticulous attention to detail; ability to manage multiple priorities.
• Proactive issue identification and resolution mindset.
• Strong commitment to HIPAA compliance and patient privacy.

Culture & Benefits

• Remote-first structure with occasional onsite gatherings for planning and team building.
• Total benefits package including health insurance, 401k, and bonus.
• Schedule aligned to ET/PT: 11 AM–7 PM ET (or 8 AM–4 PM PT), 5 days per week.
• HIPAA-focused, compliance-driven care operations.

Hiring process

• Interviews to assess communication skills, care coordination experience, and HIPAA/compliance understanding.
• Role evaluation focused on operational readiness for virtual-first patient support.