Job Details
Care Advocate
Tailorcare2023
Category
Customer Service
Experience
-
Employee type
Full-time
Offer Salary
-
Job Description
About TailorCare
TailorCare is transforming the experience of specialty care. Our comprehensive care program takes a deeply personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By combining a careful assessment of patients’ symptoms, health histories, preferences, and goals with predictive data and latest evidence-based guidelines, we help patients choose—and navigate—the most effective treatment pathway for them, every step of the way.
TailorCare values the experiences and perspectives of individuals from all backgrounds. We are a highly collaborative, curious, and determined team passionate about scaling a high-growth start-up to improve the lives of those in pain. TailorCare is a remote-first company with a hybrid office in Nashville.
About the Role
The Care Advocate role will engage and develop relationships with our members. This role focuses on proactive, best practices, consultation and improvement of quality care for members and / or their caregivers throughout the orthopedic healthcare continuum. The primary responsibility for member support includes the initial engagement, program overview, and coordination with our intake team. As a Care Advocate, you will act as a resource and advocate for members and their caregivers to ensure an optimal member experience. This position is also responsible for coordination and communication to members and other care management staff on the team to ensure consistent member care.
Schedule: Monday Through Friday - hours may be outside of 9-5pm EST
Primary Responsibilities
- Responsible for learning the outreach model and adapting it to constantly changing patient interactions to meet business and patient needs
- Conduct outreach to eligible patients and educate them on the value of the program
- Provide a brief, accurate articulation of the patient value proposition
- Demonstrate empathy and effectively engage patients, creating a personalized relationship-based connection built on trust and rapport
- Utilize motivational interviewing tools to quickly and accurately anticipate and address patient barriers; personalize patient messaging concisely, within established time parameters, and in a way that resonates
- Communicate effectively; understand and influence patient initiation and support processes
- Identify innovative strategies to enroll patients into the program
- Uses critical thinking skills to create outreach strategies that are designed to maximize patient awareness and registration into the program
- Collaborate with providers, clinical staff, and community outreach programs when indicated
- Perform other duties as assigned
Required Qualifications
- Bachelor’s degree or equivalent experience in healthcare
- 3+ years of related experience in a sales, direct marketing or customer service capacity in the healthcare industry
- Proficient computer skills, including Microsoft Word, Excel, Access and Outlook
- Experience working with Medicare populations and basic understanding of Medicare Health Plans
- Knowledge of medical terminology
- Excellent verbal and written skills
- Ability to interact productively with individuals and with multidisciplinary teams
- Excellent organizational and prioritization skills
Preferred Qualifications
- Previous experience in health coaching, patient support and/or engagement
- Previous telephonic patient support environment experience, including use of an inbound/outbound call system, with seamless warm transfers
- Previous experience with remote/telemedicine care delivery
- Bilingual in English and Spanish language proficiency
What's In It For You
- Meaningful work each day, we care deeply about our mission, our patients, and each-other.
- Work from anywhere in the US that best fits your lifestyle, or, for those that enjoy an in-person environment, join teammates in our hybrid hub Nashville.
- Rich PTO and holiday plans to ensure you have time away to rest and recharge
- We offer paid parental leave, support a healthy work-life integration, and offer work flexibility – we love to talk about our pets and families.
- Medical, dental, vision, life, disability, wellness resources, and an employer HSA contribution all from Day 1.
- We are committed to fair and equitable pay for all employees, and we help you achieve your future goals with an employer match 401k.
- An inclusive workplace where you can lean on your teammates, offer candid feedback, and bring your true self to work each day.
TailorCare seeks to recruit and retain staff from diverse backgrounds and encourages qualified candidates to apply. TailorCare is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity/expression, sexual orientation, color, race, creed, national origin, ancestry, religion, marital status, political belief, physical or mental disability, pregnancy, military, or veteran status.
Customer Success Manager (CSM)
