What are the responsibilities and job description for the Family Care Specialist position at The Mom Project?
Family Care Specialist/Navigator
Full Time
Hybrid- 2 days/week onsite
Office Location- Culver City, CA
$80,000-100,000
Core Responsibilities
Intake & Family Support
Full Time
Hybrid- 2 days/week onsite
Office Location- Culver City, CA
$80,000-100,000
Core Responsibilities
Intake & Family Support
- Answer inbound intake calls, emails, and messages with professionalism and empathy
- Gather accurate client information, needs, preferences, and urgency of care
- Clearly explain next steps, timelines, and what clients can expect
- Serve as a consistent point of contact throughout the matching and onboarding process
- Match clients with appropriate providers based on clinical needs, availability, location, insurance, and preferences
- Coordinate introductions and facilitate handoffs between clients and providers
- Track provider availability and maintain accurate provider profiles
- Follow up to confirm successful matches and address any issues
- Deliver a high-quality, supportive customer experience at every touchpoint
- Proactively follow up to ensure satisfaction and continuity of care
- Identify and escalate concerns or service gaps
- Document all interactions clearly and accurately
- Collect and verify basic insurance information during intake
- Provide general education on benefits, coverage, copays, deductibles, and out-of-pocket maximums
- Flag potential coverage issues and route complex questions appropriately
- Maintain organized, detail-oriented records
- Track cases and outcomes using internal systems
- Follow workflows while identifying opportunities for improvement
- Strong verbal and written communication skills
- Excellent organizational skills and attention to detail
- Previous experience in a Customer Success role within small business or ptient care space.
- Ability to manage multiple priorities
- Passion for serving families and navigating the complex child care space
- Comfort discussing sensitive topics with empathy
- Basic understanding of health insurance concepts
- Proficiency with CRM and office tools
- Mission-driven, collaborative team
- Competitive startup salary
- Performance-based bonus opportunities
- Early employee growth and leadership opportunities
- Medical, dental, and vision coverage
- Flexible PTO policy
- Hybrid work environment
Salary : $80,000 - $100,000