Care Specialist
Position Summary & Responsibilities
Pelago is the leading specialty substance use care provider, built on the belief that effective treatment means matching care intensity to what each member actually needs rather than defaulting to the most expensive intervention. Our programs guide members through every stage of the substance use spectrum, from unhealthy habits to active use disorders, delivering personalized treatment for tobacco, alcohol, opioid, cannabis, and stimulant use based on individual health, habits, genetics, and goals.
With Sona, our voice-first AI Mental Health Specialist, Pelago now applies that same clinically-driven model to mental health, pairing deep clinical expertise with technology to expand access without compromising care quality. We believe technology should make clinical care more precise and more human, not replace the judgment behind it.
Pelago has scaled to helping hundreds of employers and health plans and has already helped more than 750,000 members better manage their substance use. If you're passionate about AI and making an impact on the health of others, join us and make it happen!
We are seeking a Care Specialist to help members engage in care on their own terms. Pelago brings together substance use, mental health, and behavioral addictions on one platform, with Sona, our clinical AI, as the front door for members. The Care Specialist provides the human connection behind that experience, stepping in when members need support and building engagement over time.
Approximately 80% of this role focuses on managing a digital caseload: reviewing member conversations, engaging through chat, and using Motivational Interviewing to help members take meaningful next steps, whether or not they're ready for a scheduled call. The remaining 20% includes progress check-ins, transcript review to improve Sona, and collaboration with Clinical, Product, and Operations.
Unlike traditional programs that discharge members after a fixed period, Pelago keeps the door open. Success means helping members stay connected to care and make progress on their own terms. The ideal candidate brings substance use expertise, exceptional written communication, and enthusiasm for delivering human-centered care alongside AI.
This is a remote role based anywhere in the USA.
In this role you will…- Manage a digital caseload, reviewi
Key Role Competencies & Evaluation Highlights
Interviewers strictly assess your commitment to evidence-based digital health, clinical safety, and empathetic member engagement.
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