About Cleo:
Cleo is bringing technology to market that supports considering, expecting and existing parents at scale! Our mission is to be the trusted partner as employees navigate critical health and wellbeing moments throughout their lives, making it possible for them to succeed at home and at work.
Title: Specialist
We are looking for a highly motivated self-starter to join our Care Operations team as a contract Specialist in Cleo’s Specialist Network. In this role, you will assist families as they navigate their pregnancies and newborn periods, and deliver high-quality support to ensure that every family’s needs are met. You will deliver evidence-based care that meets the needs and preferences of the families you connect with. You will have the chance to use your expertise to answer specific questions and navigate different family circumstances to determine a plan of care that is tailored to each family. We are looking for someone who can provide 1 hour sessions 1-10 times per month.
As a Specialist at Cleo, you’ll have the opportunity to:
-Make a huge impact on the lives of new and expectant families
-Drive the success of Cleo from the front lines
-Work with passionate, smart, and enthusiastic people
-If you are an empathetic professional who is ready to challenge the current state of health care, then you’ll be at home with Cleo
Responsibilities:
-Regularly update your availability for Cleo families
-Handle all scheduling requests from Cleo Family Guides and Program Coordinators
-Provide excellent in-person and/or virtual customer support to families
-Provide accurate and timely billing details via an online billing platform
-Identify and contribute new ideas for how to make the specialist experience better
-Work closely with the Specialist Network Lead to collaborate on specialist facing solutions
-Coordinate with the internal teams to schedule additional expert consultations (if applicable), providing relevant content, tips & resources, and flagging any urgent issues to Cleo
-Maintain current subject matter expertise of perinatal issues
-Deliver insights and feedback from families back to Cleo to help inform service decisions
-Responsible for establishing and maintaining positive working relationships with families, team and specialists
-Responsible for ensuring families have a 5-star experience (as indicated by feedback surveys)
-Independently use judgment and decision-making in addressing family needs across their care continuum
-Recording all family details, plans and data and relaying updates to the Care Operations team to ensure all team members share important knowledge about a family to ensure quality care
About You:
-You have 3+ years of experience in perinatal care, e.g. as a Pediatric Registered Nurse, Nurse Practitioner, Midwife, IBCLC, Certified Birth/Postpartum Doula, Childbirth Educator, Parent Coach, Sleep Consultant, Child Development Educator, Licensed Social Worker, Licensed Marriage Family Therapist, Psychologist, etc.
-You have the ability to creatively problem solve, think critically and make decisions with a high degree of autonomy.
-You are able to take initiative and exercise independent judgment to support program development and success. -You are able to apply insight and understanding about emotions and human responses to emotions to create and maintain positive interpersonal interactions, including when families may be dealing with a loss, a child in the NICU or other challenging situations.
-You are a clear and concise communicator, able to relay empathy no matter the medium of communication.
-You are solutions-oriented, able to tackle challenges with creative thinking & a willingness to go above and beyond for a family in need.
-You are tech savvy and comfortable with professional software such as Google Drive and have experience using Google Calendar in a professional environment.