Benefits Consultant

Title: Benefits Counselor 

Company: Counsel Care 

Location: GA - Remote (limited travel) 

Reports To: Market Director 

Job Summary 

Counsel Care is seeking a compassionate and skilled Benefits Counselor to engage patients and families in meaningful conversations about serious illness, goals of care, and available support services. This remote role focuses on proactive outreach to patients identified through provider collaboration and data analysis as potentially benefiting from additional education around end-of-life care. 

Benefits Counselors conduct thoughtful, patient-centered Goals of Care conversations to help individuals and families better understand their options—including hospice, palliative care, and supportive services—and make informed decisions aligned with their values and preferences. 

Through empathetic communication, careful chart review, and close coordination with primary care teams, the Benefits Counselor helps ensure patients receive the right information at the right time while supporting physicians in delivering compassionate, patient-centered care. 

Limited travel may be required for periodic team meetings or clinic engagement. 

Key Responsibilities 

Patient Outreach & Goals of Care Conversations 

• Conduct proactive outreach to patients and caregivers to initiate thoughtful conversations about goals of care, care preferences, and available support services 
• Provide education on hospice, palliative care, and other supportive care options in a clear, compassionate, and patient-centered manner 
• Build rapport and trust with patients and families while navigating sensitive topics related to serious illness and end-of-life planning 

Patient Identification & Preparation 

• Perform chart reviews to prepare for outreach and understand each patient’s clinical history, care needs, and potential barriers to care 
• Collaborate with care teams to ensure outreach aligns with provider guidance and patient needs 

Care Coordination & Resource Navigation 

• Identify gaps in support and connect patients to appropriate resources, including community services, caregiver support, transportation, or durable medical equipment 
• Assist patients and families with advance care planning conversations and documentation when appropriate 

Provider & Team Collaboration 

• Coordinate with primary care providers, clinic staff, and care teams to ensure alignment around patient goals and care plans 
• Partner with Market Directors to support provider engagement and ensure patient outreach aligns with clinic workflows 

Documentation & Compliance 

• Document all outreach efforts and patient interactions accurately in the EMR and CRM systems 
• Maintain strict adherence to HIPAA and all relevant state and federal regulations 

Preferred Qualifications 

• Experience in hospice, palliative care, serious illness care, or end-of-life planning strongly preferred 
• Background in social work, nursing, care navigation, public health, case management, nursing, liaisons, or related fields 
• Strong communication skills and comfort conducting sensitive conversations by phone 
• Ability to build trust quickly with patients and families during emotionally complex situations 
• Experience working with EMR systems and remote collaboration tools 
• Highly organized, self-directed, and comfortable working in a remote environment 
• Willingness to travel occasionally for team meetings or clinic engagement 

Core Competencies for Success 

• Goals of Care Communication 
• Ability to guide thoughtful, patient-centered conversations about serious illness, care preferences, and end-of-life considerations with empathy, clarity, and respect. 
• Empathy & Compassionate Presence 
• Demonstrates emotional intelligence and sensitivity when working with patients and families navigating complex and often difficult healthcare decisions. 
• Active Listening & Trust Building 
• Builds rapport quickly with patients and caregivers, creating a safe environment for honest discussion about needs, concerns, and personal goals. 
• Clinical Awareness 
• Ability to interpret basic clinical context from chart reviews and patient conversations in order to prepare for meaningful outreach and identify potential support needs. 
• Resource Navigation & Problem Solving 
• Identifies barriers to care and connects patients with appropriate resources, services, or support systems to help them achieve their care goals. 
• Collaboration with Care Teams 
• Works effectively with physicians, clinic staff, and internal team members to ensure patient outreach aligns with clinical guidance and care plans. 
• Organization & Documentation Discipline 
• Maintains accurate documentation and manages outreach activities effectively while working independently in a remote environment.