Care Advocate

This is a fully remote position, open to applicants in United States.

📋 Description

• Execute a high volume of outbound calls and utilize multichannel outreach through phone, SMS, and email to connect with eligible patients.

• Present TailorCare’s services and facilitate program enrollment.

• Maintain an up-to-date understanding of TailorCare’s musculoskeletal care program, including conditions, care pathways, eligibility criteria, and enrollment procedures.

• Communicate TailorCare’s value proposition with empathy, customizing conversations to align with patient goals, health literacy, concerns, and motivations.

• Establish trust and rapport through active listening, empathy, and compassionate communication.

• Utilize foundational motivational interviewing techniques such as open-ended questioning, affirmations, reflective listening, and summarizing.

• Recognize and address patient questions, barriers, and objections; escalate issues that fall outside of the scope.

• Accurately and promptly document patient interactions in internal systems.

• Achieve or exceed targets for outreach volume, patient engagement, caseload management, and call quality.

• Leverage performance data and coaching feedback for ongoing personal improvement.

• Employ AI-enabled tools and emerging technologies to enhance productivity and outreach effectiveness.

• Adjust to evolving scripts, tools, and workflows.

• Coordinate patient transitions with internal care teams.

• Engage in regular team meetings and daily standups.

• Provide insights and feedback on patient trends, outreach challenges, and script effectiveness.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• Background in outbound call centers, inside sales, telephonic outreach, or patient engagement roles, ideally within a healthcare, health plan, or health technology setting.

• Excellent written and verbal communication, persuasion, and active listening abilities.

• Eagerness to learn and implement motivational interviewing techniques during patient interactions.

• Capability to handle a high volume of calls while maintaining accuracy and empathy.

• Comfort in a fast-paced, tech-enabled environment, working with productivity targets and quality metrics.

• Ability to utilize personal performance data and feedback for self-improvement.

• High proficiency with technology, including contact center platforms, CRM systems (e.g., Salesforce), documentation tools, and Google Suite.

• Willingness to adapt to new technologies, including responsible use of AI-enabled tools.

• Strong collaboration skills with multidisciplinary teams.

• Exceptional organizational and prioritization capabilities.

• Keen attention to detail.

• Willingness and ability to travel up to 10% for onsite meetings, team collaboration, and company events.

• Familiarity with motivational interviewing and/or patient coaching strategies.

• Experience with Medicare populations and a fundamental understanding of Medicare Health Plans.

• Knowledge of medical terminology.

• Previous experience in remote/telemedicine care delivery.

🏝️ Benefits

• Engaging work that offers the chance to create a positive impact.

• Remote-first work environment with options for a hybrid work model in Nashville.

• Generous paid time off (PTO) and holiday policies.

• Paid parental leave.

• Flexible work-life balance and autonomy.

• Comprehensive medical, dental, vision, life, and disability insurance from Day 1.

• Access to wellness resources.

• Employer contributions to Health Savings Accounts (HSA).

• 401k plan with employer matching.

• An inclusive community and collaborative team environment.