MAIN PURPOSE OF JOB

The Care Counsellor is responsible for supporting high-risk and non-compliant patients with chronic conditions by facilitating their proactive engagement in the Care Gaps Program. The role involves initiating patient onboarding, guiding them through their care journey, promoting treatment adherence, and addressing clinical gaps. Through coordinated, compassionate, and patient-centered communication, the coordinator ensures enhanced health outcomes, risk mitigation, and improved patient experience in alignment with organizational standards and regulatory requirements.

KEY RESPONSIBILITY AREAS

Take active responsibility to initiate patient onboarding and guides patient through the program with clinical support, clear communication, and planned coordination.
Ensure patient safety by identifying, preventing and managing risks in accordance with appropriate MCME risk policies, procedures and relevant legislation 
To take active responsibility for positive patient experiences by creating a conducive environment as guided by nursing leadership 
To provide accurate and comprehensive records of all communication, and education given to the patient, according to company standards and legal requirements
To utilize all required resources effectively and efficiently, according to company guidelines. 

REQUIRED EDUCATION

Bachelor’s degree or Diploma in Nursing or a related clinical field

REQUIRED EXPERIENCE

2–3 years’ experience in chronic disease coordination, care navigation, or clinical administration.

Background as a nurse, clinic coordinator, case manager, or similar clinical-facing role.

Experience working with Electronic Health Records (EHR) systems; Trak Care knowledge is a strong plus. 

REQUIRED JOB SKILLS AND KNOWLEDGE