Guaranteed is a care company that makes tough moments easier. By blending at-home treatment with cutting-edge technology, we’re here to deliver care how you want it. Guaranteed is backed by some of the best investors in the game (including: BrandProject, Precursor, Springbank Collective, Lakehouse and Cake Ventures) and have raised $6.5 million in seed funding - one of the largest seed rounds for a Black female solo founder.

Our goal is to provide tech-enabled hospice services in a hybrid setting: best in class in-person and telemedicine care. Our care providers are highly-trained healthcare professionals focused on support, comfort, and dignity. We are obsessed with providing for patients and families and want to change the cultural conversation around death.

Who You Are

• You are obsessed with patient-experience and delivering excellence in care, support, and comfort through technology.

• You are driven, in work and in life, by your compassion for people.

• You believe the US Healthcare system is deeply problematic and inequitable, and you want to help architect a solution.

• You are always learning new things from your friends, you colleagues, your communities, and the world.

• You thrive when building alongside diverse teams, opinions, and cross-discipline roles.

• You are more than comfortable in a 0 to 1 startup. You manage yourself as well as anyone else and you love iterating quickly.

Who We Are

• We are equally obsessed with patient-experience, and also caregiver-experience, family-experience, and care provider-experience. We strive to support everyone affected by death.

• We are compassionate by nature.

• We dream of healthcare systems that are more equitable and more human - and we work everyday to make them that way.

• Medicine often ignores end of life care - we don’t. We talk about death. We talk about dying, about grief, about losing our patients and losing our loved ones.

• We love teaching what we know and bringing humility to what don’t.

Summary

Guaranteed is seeking an experienced care coordinator and management professional to provide a thoughtful patient experience with clinical knowledge and passion for providing excellence in end-of-life care. This position will be an integral part of building systems, teams, and feedback loops across the patient’s journey at Guaranteed from referral to the afterlife. At Guaranteed, we know that grief has no time constraint and we want to provide anyone that touches our brand a lifetime membership to Guaranteed’s support.

The Manager, Patient Coordination is responsible for the day-to-day operations and ongoing improvement of initiatives that enable Guaranteed to deliver better value to its patients, caregivers, providers, and partners. The role requires hands-on communication with patients and care teams to ensure our patients have access to the care they need. Additionally, this role works collaboratively with the interdisciplinary teams to improve outcomes in care through ensuring quality and compliance, providing feedback and insights to our product team, and overseeing training & development for our hybrid care team.

Job Responsibilities

• First responder for Guaranteed Hospice that works directly with patients, families, authorized representatives, partners and care team to insure an optimal care plan, which may include:

  • Answering patient and caregiver texts and phone calls to assess needs

  • Working with team members to identify solutions, information, and coordinate care

  • Develop new resources based on what you're seeing and hearing

• Architect and contribute to an overall pleasant patient experience to enhance our reputation and ensure sustainable growth

• Crafting multimodal feedback loops with frequent touchpoints to obtain data that enhances patient and caregiver satisfaction

• Conduct and oversee quality, training, and development of care and patient support team

• Be a fierce advocate for our patients, families, and critical connector for the care team

Skills and Toolset You’ll Need to Bring

• Aptitude and passion for resolving issues with a customer-focused orientation

• Experience working in a logistically complex support environment

• Strong analytics skills, critical thinking capabilities, and business acumen

• Experience with hands-on coaching and supervision of staff

• Ability to conduct personal interviews with patients, families, and authorized representatives

• Deep passion for providing excellence in end-of-life care

• Empathic and strong emotional intelligence (EQ) with a great deal of patience

• Ability in multitasking and time-management

Nice to Have

• Experience in hospice, palliative, or other end-of-life care

• Experience working in a startup environment

• Background in healthcare, health technology or related field

• Experience collaborating and sharing needs with cross-functional teams, like product and engineering (in order to support product develop that enhances that patient experience)

• Copywriting skills

• Multilingual (Spanish, Mandarin, Hebrew, etc.)

Relevant Experience

• 4+ years of experience in a hospitality/customer experience-focused role

• 2+ years of experience as a people manager

• Excellent verbal and written communication skills

• Proven experience leading Customer or Member Service oriented teams

Salary Range: $65,000-$95,000

Full-time - New York City

#ZR

Guaranteed is a black-, queer-, women-led organization and we are an equal opportunity employer. You will find psychological safety here with any intersection of any identity and we welcome the chance to meet and support you.

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