Care Specialist

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! Overview of the Role We are seeking a Care Specialist to join our digital clinic and help members achieve healthier, more fulfilling lives. As the first point of contact, the Care Specialist plays a vital role in creating a welcoming onboarding experience and helping members successfully begin their care journey at Pelago. This role is primarily focused on conducting intake assessments, welcome calls, and initial clinical screenings, educating members on Pelago's care model, and connecting them with the appropriate ongoing care team. Approximately 70% of this role is dedicated to member onboarding activities, including intakes, welcome calls, and care coordination. The remaining 30% focuses on maintaining a small ongoing caseload and providing flexible clinical support through temporary member coverage, pilot initiatives, and other operational needs. The ideal candidate is clinically strong, adaptable, enjoys variety, and is passionate about improving access to high-quality substance use care. This is a direct-service, remote clinical role based anywhere in the USA. In this role you will… Serve as the first clinical point of contact for members entering Pelago, creating a welcoming, supportive onboarding experience. Conduct initial screenings and intake assessments to evaluate behavioral health history, substance use, symptoms, and member goals. Understand all Pelago care pathways, effectively communicate treatment options to members, and guide them toward the most appropriate level of care. Facilitate warm transitions by connecting members with their assigned counselor or coach and sharing relevant clinical information to support continuity of care. Conduct welcome calls and other early member touchpoints to build rapport, answer questions, increase engagement, and ensure a smooth transition into ongoing care. Maintain a small ongoing caseload by providing individual counseling, monitoring progress toward behavior change goals, and supporting members as needed. Provide temporary member coverage during clinician leave, staffing transitions, or other operational needs. Support special projects, pilot programs, and new clinical workflows as needed. Document member interactions thoroughly and contribute to ongoing quality improvement efforts. Utilize evidence-based approaches including CBT, Motivational Interviewing (MI), mindfulness-based interventions, harm reduction techniques, and relapse prevention. Collaborate with cross-functional teams (including Product, Clinical, and Operations) to optimize the member experience and inform service improvements. Maintain active licensure(s)/certification(s) in good standing and ensure compliance with all applicable regulations. The background we are looking for... 3+ years of clinical experience working with individuals with substance use disorders, with demonstrated expertise in CBT, MI, and relapse prevent…