Patient Advocate – Patient Navigation Support (Part-Time)

About Understood Care

At Understood Care, our mission is to help Medicare patients more easily navigate the healthcare system by providing access to tools, resources, and member-support services through our technology platform.

Understood Care operates a technology-enabled platform that connects Medicare patients with independent support professionals who can provide practical, non-clinical navigation support. These support professionals are independent contractors who use the Understood Care platform to help members better understand and manage common healthcare navigation tasks.

We are seeking independent support professionals: compassionate, proactive individuals who can support Medicare patients in accessing and coordinating the care resources they need. Many Medicare patients face challenges understanding how to use their insurance, schedule appointments, communicate with healthcare providers, or access digital health tools. Through the Understood Care platform, independent support professionals may provide member-centered guidance with patience, clarity, and respect.

As an independent support professional using the Understood Care platform, you may serve as a point of contact for members following their initial intake visit with a Clinical Lead. You may use information made available through the platform to understand a member’s stated needs and provide practical, individualized navigation support. This may include helping members schedule appointments, filling out forms, locate resources related to social needs such as food and housing and/or communicate with healthcare providers..

Independent support professionals are not employees of Understood Care and are expected to exercise independent judgment in determining how to perform their services, consistent with applicable platform standards, member needs, and legal and regulatory requirements.

1. Ideal Independent Support Professional Profile

The ideal independent support professional has experience providing member-facing, non-clinical support and is comfortable using technology to deliver services independently through a platform. Relevant experience may include member advocacy, case management, care coordination, health coaching, benefits navigation, or similar healthcare navigation support.

Preferred qualifications include:

• Experience supporting members or caregivers in navigating healthcare, insurance, appointments, provider communications, or digital health tools
• Familiarity with Medicare, Medicaid, or other public insurance programs
• A strong commitment to member empowerment and reducing barriers to care
• Ability to exercise independent judgment in responding to member needs and determining how best to provide support
• Strong problem-solving skills and comfort working through ambiguity
• Comfort using technology platforms and ability to learn new digital tools quickly
• Strong communication and interpersonal skills
• Ability to provide services in Spanish, Mandarin, or another language commonly spoken by Medicare populations, preferred but not required

Independent support professionals should be self-directed, responsive, and able to provide compassionate, practical support while maintaining appropriate professional boundaries and complying with applicable platform standards.

2. Responsibilities / Services Provided by Independent Support Professionals

Independent support professionals using the Understood Care platform may provide non-clinical healthcare navigation and Social Determinants of Health (SDOH) support to Medicare patients, which may include:

• Serving as a member-facing contact after a member’s intake appointment, as requested or accepted through the platform
• Helping members understand how to access healthcare services, including finding providers, using insurance information, and scheduling appointments
• Assisting members with navigation issues, such as online portals, referrals, appointment logistics, application forms, referral workflows or communications with healthcare providers
• Using information made available through the platform, including information related to Social Determinants of Health, to help identify practical support needs and available resources
• Coordinating, where appropriate, with clinical professionals involved in a member’s care, while providing only non-clinical navigation support
• Documenting member interactions and support activities through the platform in accordance with applicable platform requirements
• Providing member support in a warm, empathetic, and culturally responsive manner
• Exercising independent judgment in determining how to provide services, consistent with member needs, applicable laws, and platform standards

3. Qualifications

Independent support professionals using the Understood Care platform should have the qualifications, experience, and self-direction needed to provide practical, non-clinical healthcare navigation support to Medicare patients. Preferred qualifications include:

• 3+ years of experience providing member-facing support in healthcare, social services, benefits navigation, care coordination, member advocacy, or a similar setting
• Strong working knowledge of the U.S. healthcare system, including Medicare and common healthcare navigation issues faced by Medicare patients
• Comfort working independently and exercising sound judgment in determining how to respond to member needs
• Ability to manage member-support activities in a self-directed manner, including prioritizing tasks, following through on member requests, and maintaining appropriate documentation
• Comfort using technology platforms, which may include EHRs, CRMs, member messaging tools, scheduling tools, or other digital health applications
• Experience supporting older adults, individuals with complex healthcare needs, or other populations who may face barriers to accessing care
• Relevant professional credentials, such as RN, CMA, BCPA, or similar certification, preferred but not required

Independent support professionals should be able to provide services independently through the platform while complying with applicable legal requirements, professional standards, and platform guidelines.

4. Role / Independent Contractor Arrangement

This is a remote, part-time 1099 independent contractor opportunity. Independent support professionals who use the Understood Care platform are independent contractors and are not employees, agents, or representatives of Understood Care.

Independent support professionals are responsible for determining whether, when, and how often to make themselves available to provide services through the platform. Understood Care does not guarantee any minimum number of hours, assignments, members, or compensation, and independent support professionals need not accept any particular member-support opportunity.

Based on Understood Care’s experience, independent support professionals who make themselves available on a consistent basis during standard member-support hours tend to be better positioned for success on the platform and to provide continuity of support to members. Accordingly, Understood Care recommends that independent support professionals offer at least approximately 10 hours per week of availability, with 20 hours per week preferred, generally during 9:00 a.m. to 5:00 p.m. Eastern Time. Morning availability and availability across at least three weekdays may help facilitate member access and continuity.

Independent support professionals may determine the days and times they make themselves available through the platform and remain free to adjust their availability, decline opportunities, or provide services to other clients, platforms, or businesses. Independent support professionals are expected to satisfy any member-support commitments they independently accept through the platform and to comply with applicable confidentiality, privacy, conflict-of-interest, and platform standards.

This opportunity may expand or contract over time based on member demand, platform availability, and the independent support professional’s own business preferences.

5. Rate

Independent support professionals may propose or negotiate an hourly rate for services provided through the Understood Care platform. Agreed-upon rates are generally expected to fall within the range of $25 per hour, depending on the individual’s experience, qualifications, availability, language capabilities, and the scope of services the individual agrees to provide.

Understood Care may compensate independent support professionals for approved service time associated with member-support services accepted through the platform, including related documentation, platform-related administrative tasks, and necessary communications concerning accepted member-service commitments.

Independent support professionals are responsible for tracking and submitting their service time in accordance with applicable platform procedures. Understood Care does not guarantee any minimum number of hours, assignments, members, or compensation.