Care Advocate
T
TailorCareHealthcare navigation
Location: United States; This is a 100% remote role., Eastern, Central, or Mountain Time Zones; shift: 8:00–5:00 pm CSTFull-Time
Salary not disclosed
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Job Details
- Required Skills
- SalesforceGoogle WorkspaceActive listening
Requirements
- Have experience in outbound call center, inside sales, telephonic outreach, or patient engagement roles; healthcare, health plan, or health tech experience is preferred.
- Communicate effectively in writing and verbally, with persuasion and active listening skills.
- Be willing to learn and apply motivational interviewing techniques in patient conversations.
- Manage high call volume while maintaining accuracy and empathy.
- Work comfortably with productivity targets and quality metrics in a fast-paced, tech-enabled environment.
- Use personal performance data and feedback to drive self-improvement.
- Be comfortable with technology, including contact center platforms, CRM systems such as Salesforce, documentation tools, and Google Suite.
- Be open and adaptable to new technologies, including responsible use of AI-enabled tools.
- Collaborate effectively with multidisciplinary teams.
- Demonstrate strong organizational, prioritization, and attention-to-detail skills.
- Be able and willing to travel up to 10% for onsite meetings, team collaboration, and company events.
- Familiarity with motivational interviewing or patient coaching strategies is preferred.
- Medicare population experience, basic understanding of Medicare Health Plans, medical terminology, or remote/telemedicine care delivery experience is preferred.
Responsibilities
- Conduct high-volume outbound calls and phone, SMS, and email outreach to eligible patients to introduce TailorCare’s services and support program enrollment.
- Build working knowledge of the MSK program, including conditions, care pathways, eligibility criteria, and enrollment processes.
- Explain the program clearly and empathetically, tailoring conversations to patient goals, health literacy, concerns, and motivations.
- Build patient trust through active listening, empathy, and a compassionate approach.
- Apply motivational interviewing techniques, including open-ended questions, affirmations, reflective listening, and summarizing.
- Address common questions, barriers, and objections; seek guidance and escalate needs outside the role’s scope.
- Document patient interactions accurately and promptly in internal systems.
- Meet performance targets for outreach volume, patient engagement, caseload management, and call quality.
- Use performance data and coaching feedback to improve outreach; adapt to changing scripts, tools, and workflows.
- Coordinate patient handoffs with internal care teams and share observations about patient trends, outreach barriers, and script effectiveness.
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