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Pomelo Care Logo Pomelo Care · Customer Service

Senior Care Navigator

United States 55000.00 - 65000.00 USD / Year · Job Posted February 14, 2026
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Job Description

You are the trusted first point of contact for our members. Through every interaction, you deliver clinically accurate, empathetic, and efficient support, ensuring members feel guided, heard, and cared for throughout their journey with Pomelo. You will manage the lifecycle of patient communication and navigation, ensuring no detail is overlooked as our members move through their care journey.

Job Responsibility

  • Act as the initial human touchpoint for patients, managing a high volume of inbound & outbound messages via email and chat
  • Coordinate essential care logistics, including verifying medical and prescription eligibility, assisting with specialist referrals, and initiating prior authorizations
  • Triage & properly escalate member concerns using established protocols
  • Maintain documentation within Zendesk and our Electronic Health Record (EHR)
  • Partner cross-functionally to identify friction points in the patient experience
  • Propose and implement improvements to workflows, tools, and member-facing processes

Requirements

  • 3+ years of experience in high-touch, patient-facing environments
  • Proficient in Zendesk (or similar ticketing tools) and Athena (or comparable EHR systems)
  • Exceptional written and verbal communication skills, with the ability to translate complex healthcare information into clear, empathetic guidance
  • Proven judgment in handling sensitive issues, escalations, and time-sensitive care needs
  • Organized, detail-oriented, and energized by managing multiple workflows in a fast-paced environment

What we offer

  • Competitive healthcare benefits
  • Generous equity compensation
  • Generous vacation policy
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