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Cleo Specialist (Cancer & Chronic Conditions)
Cleo
Remote
Posted on Jan 7, 2025
About Cleo:
At Cleo, we make a real impact by doing work that matters: helping working caregivers be their best at home and at work.
Cleo is a family benefits platform that picks up where the healthcare system leaves off. We combine the expertise of our team of guides and specialists – parent and maternity coaches, doulas, lactation consultants, sleep experts, adult care specialists, health & wellbeing coaches and more – with a powerful technology platform that helps every working caregiver succeed.
Cleo is offered by over 180 leading employers, including global Fortune 500 leaders and industry innovators like Salesforce, PepsiCo, Red Bull, and Pinterest. We’re expanding our offerings and our team to meet the growing demand of employers, caregivers, and the healthcare sector. Now we're looking for experienced and passionate team members like you to join us.
Title: Cleo Specialist (Cancer & Chronic Health Conditions)
As a Cleo Specialist, you will play a crucial role in ensuring exceptional member experiences for our organization's members. Using your expertise in supporting individuals around cancer care and chronic health conditions, you will support Cleo members in both 1:1 and group settings as well as consult with your colleagues on the Guide Team to provide holistic care. While having clinical experience in cancer and chronic conditions is necessary for this role in order to support members on their health journeys, Cleo Specialists do not provide the direct clinical care of diagnosing and treating. In this role, the Cancer and Chronic Conditions Specialist will provide education, care coordination, and expert guidance for members who themselves have cancer, have a child with cancer, or an adult they are caregiving for with cancer.
Key Responsibilities:
- General Member Support:
- Provide accurate and clear information about Cleo’s support offerings.
- Deliver high-quality assistance and support through various communication channels, including phone and/or video calls, and app messaging.
- Actively listen to members' concerns, inquiries, and feedback, demonstrating empathy and patience while addressing their needs.
- Collaborate with members, other Cleo Guides and specialists to implement and manage personalized family support plans that drive defined outcomes, as defined in Cleo’s workflows.
- Address any social determinants of health and wellbeing shared by members and connect them to available resources for further support.
- Appropriately utilize Cleo’s resources to deliver high value interventions as defined by LifePaths and other documentation.
- Collaborate with other Cleo care team members on a daily basis to facilitate comprehensive, integrative, individualized support rooted in evidence-based, best practice care.
- Live Support:
- One-on-one:
- Provide empathetic, evidence-informed practical support to clients in a one-on-one setting (phone and video).
- Monitor progress and make adjustments to support plans as necessary.
- Develop individualized support plans and interventions as needed to address specific issues.
- One-to-many:
- Facilitate educational classes, workshops, webinars, and peer support groups (Cleo Connect).
- Monitor progress and make adjustments to support plans as necessary.
- Foster a safe and inclusive environment for open discussion and peer support.
- Encourage active participation and engagement within the group.
- Host webinars for marketing purposes (sales, customer success, enrollment, engagement).
- Messaging Support:
- Provide accurate and helpful information to resolve member issues, answer questions, and address concerns.
- Collaborate with Guides to craft messages as they pertain to your area of expertise.
- Answer questions that Guides bring to internal communication platforms (Slack) and in live meetings.
- Content & Resource Development:
- Create group curricula that align with defined member outcomes/topics and high value interventions.
- Write content for both member-facing in-app articles and team-facing educational resources.
- Develop and record short educational videos to be used in the app.
- Act as a subject matter expert for the creation and improvement of services and products.
- Provide training materials for professional development of the team at large.
- Documentation:
- Maintain accurate and up-to-date records of member interactions, ensuring comprehensive and clear documentation of conversations, actions taken, and goals met.
- Continuous Improvement:
- Actively contribute to the enhancement of member support processes, suggesting ideas for improving workflows, tools, and communication strategies.
- Participate in training and development sessions to stay updated on Cleo policies, industry trends, and product/service offerings.
- Commit to learning and growth specific to DEI/inclusive support with the goal of unlearning harmful biases when applicable.
- Evaluate the effectiveness of high value interventions and make suggestions for improvements as needed.
- Collect, interpret, and present data on support provided to the team.
- Participate in regular case reviews of support provided to members both as a presenter and participant.
- Maintain qualifications in your area(s) of expertise through completion of recertification requirements, continuing education, and awareness of relevant research, innovations, and evidence-informed best practices.
To be successful in this role you may have:
- A minimum of three (3) years of clinical experience in direct patient care; preferred degree: BSN
- Preferred Experience: Cancer Center, Outpatient / Inpatient Oncology Unit; chronic conditions management
- Group education/support facilitation preferred
- A focus on high quality care with attention to driving outcomes
- Strong interpersonal and communication skills
- Empathy and compassion for individuals facing cancer diagnosis and treatment and chronic health conditions
- Ability to work collaboratively in a multidisciplinary team environment
- A solution-oriented mindset, an ability to be self-motivated, and an energy and drive driven to deliver exceptional member experiences, and to support families across the globe
- An ability to thrive in an ever-changing, rapidly expanding fast-paced startup environment.
- Additional skills and experience to be considered: Digital health and/or startup experience, Bi/Multilingual, adult sleep training/education
Joining Cleo as a Cancer Care Specialist offers a rewarding opportunity to make a meaningful difference in the lives of cancer patients and their families. If you are passionate about providing exceptional care and support to individuals affected by cancer, we invite you to apply for this fulfilling position.
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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 $40-45 per hour for 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 of 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 residing in the following states: California, Colorado, Connecticut, Florida, Georgia, Illinois, Massachusetts, Maryland, Minnesota, New Jersey, New York, North Carolina, Oregon, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Virginia, Washington, and Wisconsin.
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.