Medicare Coach

About Cleo:

Cleo is the only global, holistic family care platform supporting individuals throughout every life stage.

Whether individuals are growing their family; raising babies, children, or teenagers; caring for an adult loved one; doing both as part of the growing Sandwich Generation; or taking care of their own health, Cleo provides life-changing care for families and caregivers through all stages of life. Serving more than 200 clients with members in more than 70 countries, Cleo is proven to improve mental health and decrease burnout for members, all while maximizing cost savings. Cleo delivers evidence-based interventions to improve the health & wellbeing of the family unit, decrease caregiver burnout, increase productivity, and reduce healthcare spend. Cleo has a total $84.7M investment led by top investors such as Transformation Capital, Glynn Capital, PruVen Capital, Gaingels, Greylock, NEA, and Felicis. We're a collaborative and motivated team, and now are looking for experienced and passionate team members like you to join us.

Title: Medicare Coach

Location: Florida, Georgia, North Carolina, Tennessee, Virginia, Maryland or Texas 

Overview:

Cleo is seeking a compassionate, proactive, and solution-oriented Medicare Coach to join our Medicare Member Operations team on a full-time, hourly basis (up to 40 hours per week, with shifts scheduled between 8am–8pm EST; specific schedules, including potential rotating shifts, will be determined during hiring/onboarding). In this role, you will be the primary point of contact for Medicare members and their caregivers, building trusted relationships and providing empathetic, whole-person support. You’ll guide members through their health journey, coordinating care and helping them access and engage with healthcare benefits, resources, and care recommendations.

You’ll administer and review Cleo’s health risk assessment, coach members to create vision statements and achieve long-term goals, and involve caregivers to ensure comprehensive, family-centered care. You’ll collaborate with other Cleo specialists, Health Plan teams, and external healthcare providers to deliver tailored interventions and support, tracking progress and adapting coaching plans as needed.

This role is ideal for someone passionate about equitable care, health coaching, and improving the healthcare experience for older adults and their families. If you thrive in a relationship-driven, member-facing environment and are motivated by improving access to support, we’d love to hear from you.

• Serve as the primary contact for Medicare members and caregivers, providing empathetic support via phone, video, and messaging; build trust through active listening and validation; and coordinate comprehensive care to address physical, mental, and social wellbeing.
• Administer Cleo’s health risk assessment and review results with members to identify strengths, risk factors, and top health priorities.
• Coach members toward better health, improved self-efficacy, and increased care activation by guiding them to create vision statements and long-term goals aligned with their values, using motivational interviewing and SMART goal setting to support progress.
• Involve caregivers throughout the coaching process, delivering whole-family support to improve the Medicare member’s health and well-being.
• Support member engagement with healthcare providers, treatment plans, health plan benefits, case management, and other recommended resources.
• Collaborate with Medicare Engagement Specialists and Operations Coordinators, other Cleo specialists, Health Plan team members, and external healthcare providers to ensure every member interaction and transition in care is thoughtful, timely, and aligned with their unique needs.
• Coordinate timely interventions, referrals, and follow-up actions, ensuring coaching plans are implemented and adapted as needed.
• Track and document all member interactions clearly and consistently, ensuring accurate data capture and care continuity.
• As requested by leadership, contribute to the creation of resources and content designed to address the needs and experiences of Medicare members and their caregivers.
• When building caseloads, conduct proactive telephonic outreach to enroll eligible members. 

• A minimum of 2-3 years of experience in care/case management, health coaching, or supporting Medicare members and their caregivers in a health-related role. 
• Strongly Preferred: Certification in health coaching (NBC-HWC), RN, MSW, another clinical licensure, or case management experience. Note: you will not be acting within the scope of a clinical licensure in the Medicare Coach role. 
• Strong verbal and written communication skills, with the ability to clearly explain complex health concepts and build empathetic relationships with members and caregivers, particularly older adults with diverse health literacy levels.
• Experience with motivational interviewing, SMART goal setting, and coaching members through health planning, behavior change, and care activation.
• Knowledge of Medicare benefits and healthcare resources, with familiarity in navigating member care and health plans.
• Tech-savvy and proficient in using digital tools and platforms such as Google Suite, Slack, Zoom, and Apple devices for communication and documentation.
• Highly organized, detail-oriented, and able to track and document member interactions accurately and consistently in internal systems.
• Comfortable with proactive outreach, including telephonic engagement to enroll members and facilitate care coordination.
• A solution-oriented, critical thinker with the ability to problem-solve independently and make thoughtful decisions to support member needs.
• Collaborative team player who thrives in a fast-paced, remote startup environment, adaptable to shifting priorities.
• Multilingual ability is a plus.

#LI-Remote

We don’t believe in perfection – we believe in passion, interest, and will – so don’t let a lack of experience or skill in one area listed above deter you from applying.

Cleo is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Pay Transparency: The base rate for this position is $33-40 per hour for 35-40 hours per week. Additional benefits include health insurance (medical, dental, and vision), 15 paid holidays, 5-day winter break, accrued vacation time, sick time, 16 weeks paid parental leave, 401(k) plan, disability insurance, life insurance, wellness perks, and more.

You must be based in the U.S. and authorized to work in the U.S. without employer sponsorship. Please be advised that Cleo does not provide employment-based visa sponsorship for this position at this time.

Cleo is currently accepting applications from candidates for this role residing in the following states: Florida, Georgia, North Carolina, Tennessee, Virginia, Maryland, or Texas.

SF FAIR CHANCE ORDINANCE Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.