Manage a digital caseload, reviewing member conversations, responding to re-engagement, and building ongoing relationships through chat-based support.

Deliver warm, clear, and effective written engagement, applying Motivational Interviewing and harm reduction principles to support members navigating substance use concerns.

Provide human support alongside Sona, stepping into conversations when members need additional guidance, encouragement, or connection.

Help members take their next step, supporting those on subclinical pathways and facilitating connections to the appropriate level of care when needed.

Conduct progress and purpose check-ins following intake, helping members revisit their goals and sustain engagement over time.

Identify potential safety concerns in member conversations and escalate according to established clinical protocols.

Review transcripts and share actionable insights with Clinical and Product teams to continuously improve Sona and the member experience.

Maintain accurate, timely documentation and uphold standards for quality, privacy, and compliance.

Collaborate with Clinical, Product, and Operations to improve digital engagement workflows and care delivery.

The background we are looking for...

One of the following credentials, active and in good standing:

An unrestricted state license in a behavioral health discipline (e.g., LCSW, LPC, LMFT) or,

Care Specialist

Responsibilities

Qualification

Preferred

Benefits

Company

Pelago

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