Care Advocate
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Location: United States; This is a 100% remote role., Candidates must be available to work hours aligned with Eastern, Central, or Mountain Time Zones. Shift: 8:00 AM - 5:00 PM CST.Full-Time
Salary not disclosed
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Job Details
- Required Skills
- SalesforceGoogle WorkspaceActive listening
Requirements
- Experience in outbound call center, inside sales, telephonic outreach, or patient engagement roles; healthcare, health plan, or health tech experience is preferred.
- Strong written and verbal communication, persuasion, and active listening skills.
- Willingness to learn and apply motivational interviewing techniques in patient conversations.
- Ability to manage high call volume while maintaining accuracy and empathy.
- Comfort working with productivity targets and quality metrics in a fast-paced, tech-enabled environment.
- Ability to use personal performance data and feedback to improve.
- Comfort with technology, including contact center platforms, CRM systems such as Salesforce, documentation tools, and Google Suite.
- Openness and adaptability to new technologies, including responsible use of AI-enabled tools.
- Ability to collaborate with multidisciplinary teams.
- Strong organizational, prioritization, and attention-to-detail skills.
- Willingness and ability to travel up to 10% as needed for onsite meetings, team collaboration, and company events.
- Familiarity with motivational interviewing or patient coaching strategies is preferred.
- Experience with Medicare populations, knowledge of Medicare Health Plans, medical terminology, or remote/telemedicine care delivery is preferred.
Responsibilities
- Conduct high-volume outbound calls and multichannel outreach by phone, SMS, and email to introduce services and support enrollment.
- Build working knowledge of the MSK program, conditions, care pathways, eligibility criteria, and enrollment process.
- Explain the program clearly and empathetically, tailoring conversations to patient goals, health literacy, concerns, and motivations.
- Use active listening and foundational motivational interviewing techniques to build rapport and support patient-centered conversations.
- Address patient questions, barriers, and objections, and escalate situations outside the role’s scope.
- Document patient interactions accurately and promptly in internal systems.
- Meet or exceed targets for outreach volume, patient engagement, caseload management, and call quality.
- Use performance data and coaching feedback to improve outreach and adapt to changing scripts, tools, and workflows.
- Coordinate patient handoffs with internal care teams and share feedback on patient trends and outreach barriers.
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