Job description

RN Clinical Care Guide - Closing Shift M-F (9:30am-6pm PST/11:30am-8pm CST/12:30pm-9pm EST)

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

Our Values

One team. On a mission. Making things happen.

Diversity and Inclusion

The Castlight culture values and celebrates different backgrounds, perspectives, and points of view. We believe our diversity helps drive creativity and innovation. We strive to make everyone feel included, valued, and engaged; enable them to do their best work; and build their careers here at Castlight. That is why diversity and inclusion are more than just words to us. Rather, they are a commitment to a culture where employees feel respected and empowered to share their ideas and deliver the best results.

Learn moreabout our continuing commitment to diversity and inclusion.

About Castlight

Castlight is on a mission to make it as easy as humanly possible to navigate healthcare and live happier, healthier, more productive lives. Our health navigation platform connects with hundreds of health vendors, benefits resources, and plan designs, giving rise to the world’s first comprehensive app for all health needs. 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. In doing so, we help companies regain control over rising healthcare costs and get more value from their benefits investments. Castlight revolutionized the healthcare sector with the introduction of data-driven price transparency tools in 2008 and the first consumer-grade wellbeing platform in 2012. Today, Castlight serves as the health navigation platform for millions of people and is a trusted partner to many of the largest employers in the world. We are headquartered in San Francisco, and can be found online at www.castlighthealth.com.

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.

Job Type: Full-time

Pay: $29.00 - $39.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Standard shift:

• Evening shift

Supplemental schedule:

• Holidays
• Overtime

Weekly schedule:

• Monday to Friday

Education:

• Bachelor's (Preferred)

License/Certification:

• RN License (Required)

Work Location: Remote

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