Care Coordinator

We are seeking an extremely organized, dedicated, kind, patient, and compassionate Care Coordinator to join our team and play a vital role in ensuring our members receive seamless and efficient care through their childbirth journey. Pacify has recently implemented a new technology platform, and we are excited to introduce both the technology and our new programming to the community. We are looking for someone flexible, adaptable, and motivated to help with all areas of this expansion effort. The position requires that the Care Coordinator assist all Pacify departments with support as the Pacify Doula Program is re-released in 2025 and onward.

Job Responsibilities:

Member Intake and Scheduling

• Conduct phone, chat and/or video intakes with members to support their scheduling of a Doula or other network providers at Pacify. Assess their needs, preferences, and Doula compatibility. Collect any relevant information such as insurance information and eligibility, and update contact details in the EHR to ensure reimbursement.
• Match families with the most suitable Doula based on individual needs and Doula expertise. Support families through the entirety of the matching process and their member journey, from initial inquiry through the completion of their work with their assigned doula.
• Notify members of cancellations or scheduling changes. Handle appointment rescheduling politely and efficiently.
• Provide ongoing support and resources to families throughout their pregnancy, birth, and postpartum period. Don’t respond with an “I don’t know” mentality, but “I am going to find this for you and call you back!” mentality.
• Address concerns and questions from families and Doulas, acting as a liaison between both parties.
• Maintain accurate and confidential client records.
• Be understanding to people experiencing anxiety, fear, or uncertainty about their health if they admit they are having a hard time.

Pacify Technology

• Understand the Pacify and iProvider app technology to support both members and Pacify Doulas and other networks with scheduling.
• Help members complete the required technical information to be able to schedule with a Doula. Guide members through medical forms, explaining sections and offering assistance as needed.
• Specify any relevant regulations or policies related to member privacy, data security, and medical record management.
• Learn and effectively use Pacify’s EHR systems and billing platforms

Care Coordination

• Ensure completeness, accuracy, and compliance of client chart files while maintaining effective communication with our doula network. Focus on detailed file reviews and follow-up processes to ensure high-quality documentation and continuity of care.
• Manage timely matching, correspondence, and follow-up, guiding members through their journey efficiently and proactively.
• Track member progress through prenatal and postpartum visits with Doulas.
• Communicate effectively with the Pacify team to ensure coordinated and comprehensive care.
• Design and interpret metrics and key performance indicators used to evaluate the member coordinator's role, such as appointment scheduling efficiency and member satisfaction scores

Administrative Duties

• Maintain accurate member records. Update demographics, insurance information, and progress notes in Pacify’s EHR system according to HIPAA regulations.
• Contribute to program development and improvement by analyzing data and providing feedback. Collaborate with other Pacify team members and our partners as needed.

Qualifications:

• High school diploma or equivalent required, Associate's degree in a healthcare-related field preferred. Bachelor's degree in a related field preferred.
• Minimum of 1-2 years of experience in a member-facing role in a healthcare setting.
• Excellent communication and interpersonal skills, with the ability to build rapport with members from diverse backgrounds.
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple deadlines effectively.
• Understanding of basic medical terminology and healthcare procedures is preferred.
• Compassionate and empathetic, with a genuine desire to help others.
• Ability to work independently and as part of a team.
• Highly detail-oriented and accurate.

• Spanish speaker preferred

About Pacify:

We created Pacify for one reason: to provide low-cost, high-quality healthcare services to new and expecting parents, relieving their anxieties, and keeping them and their children healthier. Our product offers Pacify members unlimited, video-enabled, 24/7 access to maternal and pediatric health experts. We are also building in-person networks to better serve our populations.

As a small company, team members are given a lot of responsibility and autonomy to improve the products we deliver and contribute to our vision. We are a tech-minded, highly motivated, successful, and fun team. You must have the desire to put in the time it takes to get the job done, be eager to learn new things, wear many hats, and be ready for a challenge. Experience with technology platforms is a plus!

Pacify values diversity and is constantly striving to build a provider network that better reflects the broad, diverse populations we serve. If you believe your background, race, gender, or ethnicity positions you to help us toward that goal, please let us know.

Pacify Benefits:

Pacify values our employees and wants to do everything to ensure that our employees are happy and professionally fulfilled, but also that they have the opportunity to be healthy. We are committed to providing several affordable and valuable health and wellness benefits to our employees, such as:

• Paid vacation and sick time
• Medical, dental and vision insurance
• FSA HSA options
• Company-paid life insurance
• Short Term Long Term Disability options
• Paid Parental Leave
• 401k Plans

Pacify provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

Please note: Pacify is dedicated to providing unparalleled healthcare to our customers by employing the most highly qualified individuals. If you are selected for further consideration, you will be subject to a background investigation. COVID-19 vaccination is a required condition of employment.