The job, in the employer's words
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, 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.
- One of the following credentials, active and in good standing:
- 2+ years of experience supporting individuals with substance use concerns in a coaching, clinical, or care navigation setting.
- Demonstrated experience applying Motivational Interviewing and harm reduction principles.
- Strong written communication skills, with the ability to build trust, demonstrate empathy, and motivate behavior change through concise, asynchronous messages.
- Bachelor's degree in a relevant field.
- Comfort navigating digital care platforms, managing asynchronous workflows, and working alongside AI-enabled tools.
- Experience delivering care or coaching through chat, text, or other digital channels.
- Experience with AI-enabled tools in a clinical or coaching environment.
- Experience supporting alcohol or tobacco behavior change.
What you’ll love about us…
We have a whole host of perks for our people! From life essentials to nice-to-haves, there are more than a few good reasons to love working with us. We strive to ensure Pelago employees have equitable access to healthcare, wellbeing, time away, and then some.
- Generous and meaningful equity package
- Full Medical, Dental, & Vision coverage
- 401k Plan
- Unlimited PTO Policy, 10 paid holidays, & company wide “Me Time” Days
- Paid maternity, paternity & new parent leave
- Flexible working environment
- Annual Learning and Development stipend to support continued learning and career development
- Wellness Reimbursement Program
- Access to Reproductive & Family Planning Care
- Substance Use Support for employees and family members
At this time, we are unable to offer visa sponsorship for this position.
The provided range reflects our US target salary range for this full-time position, which is part of our broader total compensation package, including incentive bonus program, stock options, comprehensive benefits, and incentive pay applicable to eligible roles. Individual pay within the range will vary based on a variety of factors like role-related experience and education, internal pay equity, and other relevant business factors. At Pelago, we are committed to an equitable and fair pay philosophy and review total compensation for our employees at least twice a year.
Requirements mentioned
- Experience delivering care or coaching through chat, text, or other digital channels.
- Experience with AI-enabled tools in a clinical or coaching environment.
- Experience supporting alcohol or tobacco behavior change.
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