Care Guide Lead at Nomi Health

Salt Lake City, Utah, United States

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

High school diploma/GED required; associate or bachelor’s degree preferred
2+ years of customer service experience, ideally in healthcare or a related field
1+ year of leadership or supervisory experience, with a proven ability to motivate and manage a team
Solid understanding of the healthcare industry (insurance, medical benefits, billing, etc.)
Proficiency with Microsoft Office, messaging apps, and CRM or care management platforms
Strong verbal and written communication skills
Ability to multitask and prioritize in a fast-paced environment
Professional demeanor and empathy when assisting members experiencing challenges
Willingness to cover on-call shifts and support team scheduling needs

Responsibilities

Lead, coach, and support a team of Care Guides, ensuring high performance, engagement, and alignment with Nomi Health’s mission
Monitor and respond to incoming calls, emails, and chats in a friendly, timely, and HIPAA-compliant manner
Serve as a point of escalation for complex member or provider issues, ensuring resolution and satisfaction
Identify member needs, clarify information, research issues, and provide effective solutions and alternatives
Oversee daily workflows and ensure team coverage across inbound/outbound communications
Conduct regular team huddles, performance check-ins, and training sessions to foster continuous improvement
Maintain accurate and thorough documentation in the Care Management software
Ensure compliance with HIPAA and PHI regulations across all team activities
Collaborate cross-functionally with other departments to improve processes and member outcomes
Perform other related duties as assigned

Skills

Key technologies and capabilities for this role

Team LeadershipCustomer ServiceHIPAA ComplianceCare Management SoftwareCall HandlingEmail SupportChat SupportPerformance CoachingTrainingOperational Excellence

Questions & Answers

Common questions about this position

What is the location for the Care Guide Lead position?

The position is based in Salt Lake City, Utah.

What qualifications are required for the Care Guide Lead role?

A high school diploma/GED is required (associate or bachelor’s degree preferred), plus 2+ years of customer service experience (ideally in healthcare), 1+ year of leadership experience, solid understanding of the healthcare industry, and proficiency with Microsoft Office, messaging apps, and CRM platforms.

What does the Care Guide Lead do on a daily basis?

The role involves leading and coaching a team of Care Guides, monitoring inbound communications like calls, emails, and chats in a HIPAA-compliant way, handling escalations, overseeing workflows, conducting team huddles and training, and ensuring compliance.

What is the company culture like at Nomi Health?

Nomi Health fosters a dynamic environment focused on rebuilding healthcare by removing wasteful business practices, with an emphasis on mission alignment, high performance, team engagement, continuous improvement, and compassionate leadership.

What makes a strong candidate for the Care Guide Lead position?

Strong candidates have leadership experience, healthcare knowledge, excellent communication skills, the ability to multitask in a fast-paced setting, empathy for members, and willingness to handle on-call shifts.

Nomi Health

Direct access to affordable healthcare services

About Nomi Health

Nomi Health simplifies healthcare services by providing direct access to care in various communities across the United States. The company connects patients, healthcare providers, and businesses, reducing complexity and costs in the healthcare system. Nomi Health offers both in-person and virtual appointments, along with health clinics, in-home care, and care education services, making healthcare more accessible. Their real-time technology infrastructure modernizes healthcare delivery and provides analytics to turn data into actionable solutions. Nomi Health serves individual patients, healthcare providers, and businesses, helping the latter save up to 30% on healthcare costs by streamlining connections with providers. Additionally, the Nomi Health Charitable Foundation works to positively impact the communities they serve. Revenue is generated through direct healthcare services and a technology platform that simplifies payments and reimbursements.

Orem, UtahHeadquarters

2019Year Founded

$107MTotal Funding

SERIES_ACompany Stage

Social Impact, HealthcareIndustries

201-500Employees

Benefits

Unlimited PTO

Competitive salary

401k match

Medical, dental, & vision coverage

HSA

Career growth

Continuous learning

Family leave

Free counseling

Risks

Increased competition from companies like Aledade could challenge Nomi Health's market share.

Reliance on Medicaid populations poses risks if Medicaid funding or policy changes.

The partnership with CHG Healthcare may face execution challenges due to integration complexity.

Differentiation

Nomi Health offers both in-person and virtual healthcare appointments for convenience.

The company provides real-time technology infrastructure for modernized healthcare delivery.

Nomi Health's business model connects buyers, providers, and patients directly, reducing costs.

Upsides

Nomi Health's partnership with CHG Healthcare expands support to underserved communities.

The company's Success Care program shows high engagement rates in addiction recovery.

Nomi Health's Artemis Health subsidiary excels in benefits data and analytics solutions.

Land your dream remote job 3x faster with AI

Try Jobo Free