Healthcare Concierge, Care Partner

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

📋 Description

• Manage a portfolio of Assisted Living facilities located in California, serving as the designated Primary or Secondary Care Partner.

• Oversee the outbound workflow, which includes making callbacks, conducting follow-ups, confirming details, and engaging in proactive outreach.

• Utilize AI tools to review and reconcile medication records; identify drug interactions, dosage issues, and inconsistencies for the clinical teams.

• Maintain accurate and up-to-date facility census data within AllCare's systems.

• Verify provider schedules directly with facility contacts.

• Manage patient documentation, coordinate deliveries, and implement cycle updates in collaboration with pharmacy partners.

• Follow up on AI Concierge assignments, address unresolved issues, and facilitate proactive outreach to facilities and families.

• Collaborate with Routing, Clinic, and Launch Lead teams to ensure timely completion of requests.

• Appropriately escalate issues to the Lead or Director.

⛳️ Requirements

• Bachelor of Pharmacy (B.Pharm) or Doctor of Pharmacy (PharmD) degree from an accredited university in Egypt.

• A minimum of 2 years of experience in community pharmacy, clinical pharmacy, pharmaceutical customer service, or healthcare BPO serving US clients. New graduates with strong English skills and a customer-focused attitude will also be considered.

• Proficient in written and spoken English, with a preference for a neutral accent; clarity and warmth in communication are essential.

• Willingness and capability to work hours aligned with US Pacific Time.

• Adherence to the US holiday calendar; the team observes US federal holidays instead of Egyptian holidays.

• Strong proficiency with modern tools, including CRM systems, task management software, and communication platforms, along with an AI-oriented mindset.

• Detail-oriented, disciplined in processes, and able to remain composed under pressure.

• Reliable home internet connection, a quiet work environment, and a dedicated laptop setup suitable for remote voice work.

• Must reside in Egypt and possess valid work authorization.

• Prior experience working with US clients is an advantage.

• Familiarity with US pharmacy workflows, brand names of medications in the US, and basic knowledge of US insurance is a plus.

• Experience in a Primary/Secondary account coverage model or a named-account service model is desirable.

🏝️ Benefits

• Monthly performance bonus linked to adherence to SLA, customer satisfaction, and task resolution metrics.

• Observance of the US holiday calendar — you have days off when your facilities are closed (Thanksgiving, Christmas, Memorial Day, Labor Day, and more).

• Health benefits provided.

• Paid time off offered.