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Cleo // support services platform for working parents
Remote    Posted: Friday, February 28, 2020
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About Cleo:
Cleo is bringing technology to market that supports considering, expecting & existing parents at scale! Our mission is to be the trusted partner as employees navigate critical health & wellbeing moments throughout their lives, making it possible for them to succeed at home & 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 & newborn periods, & deliver high-quality support to ensure that every family's needs are met. You will deliver evidence-based care that meets the needs & preferences of the families you connect with. You will have the chance to use your expertise to answer specific questions & 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 & expectant families
-Drive the success of Cleo from the front lines
-Work with passionate, smart, & 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

-Regularly update your availability for Cleo families
-Handle all scheduling requests from Cleo Family Guides & Program Coordinators
-Provide excellent in-person and/or virtual customer support to families
-Provide accurate & timely billing details via an online billing platform
-Identify & 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, & flagging any urgent issues to Cleo
-Maintain current subject matter expertise of perinatal issues
-Deliver insights & feedback from families back to Cleo to help inform service decisions
-Responsible for establishing & maintaining positive working relationships with families, team & specialists
-Responsible for ensuring families have a 5-star experience (as indicated by feedback surveys)
-Independently use judgment & decision-making in addressing family needs across their care continuum
-Recording all family details, plans & data & 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 & make decisions with a high degree of autonomy
-You are able to take initiative & exercise independent judgment to support program development & success. -You are able to apply insight & understanding about emotions & human responses to emotions to create & 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 & 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 & beyond for a family in need
-You are tech savvy & comfortable with professional software such as Google Drive & have experience using Google Calendar in a professional environment
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