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 navigatio