Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It’s no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Technology Support Specialist is a critical member of the Upward Health Technology Department, responsible for delivering front-line technical support for a variety of end-user systems while assisting with the maintenance of Upward Health's logistical operations. The role is perfect for an individual who thrives in high-demand environments, is familiar with Microsoft and Android platforms, and enjoys teaching users while offering effective technical support. This position offers the opportunity to gain valuable experience in service and technical roles while being part of a collaborative team focused on system administration, support, and training for our clinical teams across the United States.

Skills Required:

• Strong understanding of Microsoft and Android platforms.
• Proficiency with Microsoft administrative tools, including Excel, Outlook, SharePoint, Teams, Visio, and Word.
• Expertise in troubleshooting technical issues and providing timely solutions.
• Ability to perform device and account-level configuration and maintenance, ensuring system security.
• Skilled in creating and maintaining documentation, knowledgebases, and training resources.
• Excellent communication skills, both verbal and written, with a focus on customer service and approachability.
• Ability to work independently while being part of a dynamic, team-oriented environment.
• Ability to deliver reports and summaries to management highlighting technical issues and proposing resolutions.
• Fluency in English required; Spanish fluency is a plus.

Key Behaviors:

Customer-Oriented: 

• Demonstrates a focus on providing excellent customer service, ensuring end users receive clear, friendly, and timely assistance.

Problem-Solving: 

• Approaches issues with a positive attitude, using available resources and knowledge to solve user problems efficiently.

Adaptability: 

• Remains flexible in adjusting to evolving work conditions and new technologies or systems.

Attention to Detail: 

• Carefully documents all support tickets, user interactions, and troubleshooting steps.

Effective Communication: 

• Communicates issues and solutions clearly and effectively, both verbally and in writing, to non-technical users.

Active Listening: 

• Listens carefully to users to understand their issues fully before taking action.

Team Collaboration: 

• Works well in a team environment, collaborating with other support staff to resolve issues quickly and efficiently.

Time Management: 

• Manages multiple tasks simultaneously, prioritizing issues based on urgency and impact.

Patience: 

• Displays patience when dealing with frustrated or non-technical users, ensuring they feel supported throughout the process.

Learning Mindset: 

• Continuously seeks opportunities to learn new technologies, tools, and processes to improve service delivery.

Competencies:

Technical Troubleshooting: 

• Ability to identify, diagnose, and resolve basic technical issues related to hardware, software, and network problems.

Knowledge of IT Systems: 

• Understanding of operating systems (Windows, macOS, Linux), office applications (Microsoft Office Suite), and common software used in a business environment.

Ticketing System Proficiency: 

• Experience using help desk software (e.g., Jira, ServiceNow, Zendesk) for tracking support requests and progress.

Basic Networking Knowledge: 

• Familiarity with networking basics, such as IP addresses, DNS, and troubleshooting connectivity issues.

Knowledge Base Management: 

• Ability to maintain and update documentation and internal knowledge bases for common problems and solutions.

System Setup and Configuration: 

• Competence in setting up and configuring hardware (PCs, laptops, printers) and software applications.

Security Awareness: 

• Understanding of basic security principles, such as password management, phishing threats, and device security protocols.

Escalation Procedures: 

• Knowledge of when and how to escalate complex issues to higher-level support or specialized teams.

End-User Support: 

• Ability to support end users with software installations, troubleshooting, and answering questions on system usage.

Documentation and Reporting: 

• Competence in documenting user issues, troubleshooting steps, and resolutions in a clear and organized manner.

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.

Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It’s no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Nurse Care Manager is a field-based role responsible for care coordination of high-risk patients who require comprehensive care plans addressing chronic conditions. The Nurse Care Manager works with a multidisciplinary Care Team, collaborating to ensure optimal health outcomes for patients through personalized care plans, self-management, and disease prevention. This role focuses on chronic care management and care transitions, particularly for patients discharged from inpatient settings, and involves both in-person and telephonic outreach, medication reconciliation, and ensuring continuity of care across the healthcare ecosystem. The Nurse Care Manager acts as an advocate for patients and ensures the integration of services across providers, hospitals, and outpatient services.

Skills Required:

• Registered nursing license (unrestricted)
• Expertise in care management and coordination across healthcare providers
• Strong communication skills for patient and caregiver education
• Ability to conduct both in-home and telephonic assessments, care plans, and medication reconciliations
• Experience with EHR systems and real-time documentation
• Ability to work independently and manage multiple patient cases
• Critical thinking and decision-making skills in developing care plans
• Proficient in using digital tools for care coordination and communication
• A valid driver’s license and auto liability insurance
• Reliable transportation and the ability to travel within assigned territory or as needed
• Case management certification is a plus but not required

Key Behaviors:

Patient-Centered Care:

• Develops strong relationships with patients and caregivers, advocating for their needs and ensuring they understand and follow their care plans.

Collaboration:

• Works effectively with the multidisciplinary Care Team Pod to ensure seamless care across all providers and services.

Proactive Communication:

• Actively reaches out to patients and caregivers within 48 hours of discharge to ensure smooth transitions and minimize gaps in care.

Advocacy and Education:

• Provides clear, compassionate education to patients and families about treatment options and ensures patients are empowered to manage their health.

Care Coordination:

• Ensures that care is effectively coordinated across multiple providers, institutions, and services, particularly during transitions of care.

Time Management:

• Effectively manages patient caseloads, balancing multiple tasks while adhering to deadlines and care plans.

Problem Solving:

• Identifies potential gaps in care, resolves issues through collaboration with providers, and works to optimize patient outcomes.

Confidentiality:

• Maintains patient confidentiality and follows HIPAA regulations to ensure privacy in all interactions.

Cultural Competence:

• Demonstrates respect for diversity, ensuring culturally sensitive care that meets the needs of diverse patient populations.

Competencies:

Clinical Expertise:

• Strong knowledge of chronic disease management, care transitions, and evidence-based practices to develop and implement care plans.

Effective Communication:

• Skilled at delivering complex medical information clearly to patients, caregivers, and interdisciplinary teams.

Care Plan Development:

• Proficient in creating personalized care plans that address physical, behavioral, and social health needs.

Technology Proficiency:

• Ability to use electronic health records (EHR) and care management systems to document, track, and coordinate patient care.

Outcome-Oriented:

• Focused on achieving optimal clinical and financial outcomes for patients through effective care coordination and management.

Independent and Team-Oriented:

• Able to work independently in a remote environment while also collaborating effectively with a multidisciplinary team.

Critical Thinking:

• Uses clinical judgment to assess, analyze, and evaluate patient progress, adapting care plans as needed to achieve optimal results.

Multitasking and Prioritization:

• Manages multiple patient cases simultaneously while prioritizing tasks to meet deadlines and ensure comprehensive care.

Patient Engagement:

• Motivates patients to follow care plans and improve self-care skills through regular communication and support.

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.

Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It’s no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Community Outreach Specialist (COS) plays a critical role in establishing Upward Health’s presence in the community and reaching potential patients. As the first point of contact for individuals seeking our services, the COS is responsible for educating patients about Upward Health’s offerings, engaging them in meaningful conversations, and facilitating their enrollment into our programs. The COS manages a personal caseload, primarily utilizing phone outreach, but also employing in-person visits and other community-based strategies as needed. This role is essential in ensuring that patients understand the full range of services available to them and helps them take the first steps toward improving their health. The COS reports to the Outreach Manager and works closely with other team members to ensure the overall success of patient outreach and engagement efforts.

Skills Required:

• Strong verbal communication and persuasive abilities
• Excellent interpersonal skills with the ability to build trust and rapport quickly
• Strong organizational and multitasking skills to manage a personal caseload efficiently
• Self-motivated with the ability to work independently and meet outreach goals
• Comfortable with fast-paced environments and adapting outreach methods to various situations
• Proficient in using computer systems for documentation, communication, and managing outreach activities
• Flexible and adaptable to a variety of outreach methods, including phone, in-person meetings, and mailings
• Fluent in English; Spanish proficiency is a plus

Key Behaviors:

Engagement: 

• Proactively builds relationships with potential patients, ensuring they feel informed and supported throughout their journey with Upward Health.

Resilience: 

• Demonstrates the ability to overcome objections and challenges, staying motivated to engage patients even in difficult situations.

Adaptability: 

• Flexibly adjusts outreach strategies based on the needs and preferences of patients, ensuring effective communication at all times.

Team Collaboration: 

• Works well within a team, sharing knowledge, providing support, and contributing to the collective goals of the outreach program.

Efficiency: 

• Effectively manages time to meet outreach goals, balancing a caseload and ensuring timely follow-ups with patients.

Compassion: 

• Approaches patient interactions with empathy, ensuring each patient feels heard and understood.

Cultural Competency: 

• Demonstrates respect for diverse backgrounds and works effectively with individuals from various cultural and socioeconomic backgrounds.

Competencies:

Communication: 

• Ability to clearly and persuasively communicate Upward Health’s services and benefits to potential patients, making complex information easy to understand.

Patient Engagement: 

• Skilled in enrolling patients into Upward Health’s programs and ensuring they have a smooth onboarding experience.

Customer-Centric: 

• Always focused on the needs of the patient, ensuring excellent service throughout the outreach process and helping patients access the right services.

Problem Solving: 

• Capable of addressing patient concerns or objections during outreach efforts, ensuring positive outcomes and maintaining trust.

Time Management: 

• Demonstrates excellent time management by balancing outreach activities, managing caseloads, and meeting set goals within a fast-paced environment.

Data Management: 

• Attention to detail when documenting patient information, ensuring accuracy and timely updates in the company’s systems.

Community Knowledge:

• Familiarity with local resources and the ability to connect patients to additional community-based services that may be beneficial to their care.

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.

Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It’s no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Care Specialist is a key member of the team responsible for delivering chronic care management to high-complexity patients. The Care Specialist primarily works in patients' homes and communities (90% of the time) and engages in virtual care (10% of the time). This role involves direct outreach to patients, guiding them through the enrollment process, facilitating virtual appointments with providers, and ensuring that patients adhere to care plans. By building relationships, coordinating care, and providing education, the Care Specialist plays a critical role in promoting health, preventing unnecessary hospitalizations, and improving patient outcomes.

Skills Required:

• Minimum of 2 years of relevant work experience (e.g., Community Health Worker, Peer Support Specialist, Medical Assistant, etc.).
• High school diploma or GED required.
• A valid driver’s license, auto liability insurance, and reliable transportation to travel within the assigned territory.
• Experience in chronic care management or working with chronically ill/elderly patients.
• Technologically proficient with basic computer skills (typing, using EMR systems).
• Experience with motivational interviewing, trauma-informed care, and care coordination.
• Strong interpersonal communication skills with the ability to engage patients and team members effectively.
• Ability to prioritize tasks, manage schedules, and work independently in an unstructured environment.
• Multi-lingual skills are a plus but not required.
• Prior home care experience is beneficial.

Key Behaviors:

Adaptability & Resilience: 

• Ability to thrive in unstructured environments and pivot as needed to meet patient needs. Demonstrates perseverance in challenging situations.

Self-Starter & Motivation: 

• Proactively takes initiative in managing patient care and outreach. Willingness to learn and adapt to new processes and systems.

Empathy & Compassion: 

• Ability to work with individuals from diverse backgrounds and understand their complex needs. Skilled in building rapport through motivational interviewing and other patient-centered communication techniques.

Accountability & Integrity: 

• Demonstrates personal responsibility and takes ownership of tasks, ensuring accuracy and timeliness in all activities.

Cultural Competence: 

• Awareness of community dynamics and diversity, ensuring culturally sensitive and inclusive care.

Team Collaboration: 

• Works collaboratively with interdisciplinary teams to meet patient and organizational goals.

Problem-Solving & Critical Thinking: 

• Strong critical thinking skills to assess patient needs, analyze data, and develop appropriate care strategies.

Communication Skills: 

• Excellent verbal and written communication, capable of explaining complex medical information to patients in a clear and supportive manner.

Competencies:

Care Coordination: 

• Ability to engage patients in a comprehensive care plan, facilitating communication between patients, providers, and family members to ensure timely, effective care.

Health Education: 

• Effectively educates patients about their medical conditions, care plans, and available resources, ensuring that patients can make informed decisions.

Patient Engagement: 

• Uses various strategies, including phone calls, home visits, and community outreach, to engage patients and ensure continuous participation in their care.

Time Management & Organization: 

• Demonstrates strong organizational skills by managing patient caseloads, schedules, and documentation efficiently.

Technology Proficiency: 

• Skilled in using electronic health records (EMR) systems and other digital tools to document patient information and communicate within the team.

Motivational Interviewing & Patient-Centered Care: 

• Uses motivational interviewing techniques to build rapport and empower patients to take ownership of their health decisions.

Data Management: 

• Ensures accurate and timely documentation of patient data, ensuring continuity of care and compliance with organizational standards.

Outcome-Oriented Approach: 

• Focuses on achieving key health outcomes, such as improved care adherence, reduction in emergency room visits, and enhanced self-management.

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.