Care Advocate (Shift: 8:00 - 5:00pm EST)

About the role

This is a non-exempt (hourly) position.

About TailorCare

TailorCare is transforming the experience of specialty care. Our comprehensive care program takes a profoundly personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By carefully assessing patients' symptoms, health histories, preferences, and goals with predictive data and the 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 our corporate office located in Nashville.

Responsibilities

• Conduct high-volume outbound calls and multichannel outreach (phone, SMS, email) to eligible patients to introduce TailorCare’s services and support program enrollment.
• Build and maintain a working knowledge of TailorCare’s MSK program, including core conditions, care pathways, eligibility criteria, and the enrollment process, to explain the program clearly and accurately.
• Clearly and empathetically communicate TailorCare’s value proposition, tailoring the conversation to patient goals, health literacy, concerns, and motivations.
• Build trust and rapport quickly using active listening, genuine empathy, and a compassionate approach that puts patients at ease and encourages engagement.
• Develop and apply foundational motivational interviewing (MI) techniques — including open-ended questioning, affirmations, reflective listening, and summarizing — to support patient-centered conversations.
• Identify and address common patient questions, barriers, or objections using established techniques while maintaining a calm, supportive tone; seek guidance and escalate appropriately when patient needs or situations fall outside your scope.
• Demonstrate empathy, professionalism, and consistency across all patient interactions, representing TailorCare’s values and mission.
• Document all patient interactions accurately, thoroughly, and in a timely manner within internal systems to support care coordination, data integrity, and reporting.
• Maintain performance targets related to outreach volume, patient engagement, caseload management, and call quality.
• Use personal performance data and coaching feedback to identify trends in your own outreach and drive continuous self-improvement.
• Use AI-enabled tools and new technologies with curiosity, openness, and responsibility to improve personal productivity and outreach effectiveness.
• Adapt to changing scripts, tools, and workflows with a positive, growth-oriented mindset.
• Cook up patient handoffs with internal care teams.
• Participate in regular team meetings and daily standups, contributing to a positive, inclusive culture of learning and collaboration.
• Surface observations, feedback, and ideas on patient trends, outreach barriers, or script effectiveness to appropriate team members for continuous improvement.

Qualifications

• Experience in outbound call center, inside sales, telephonic outreach, or patient engagement roles—preferably in a healthcare, health plan, or health tech environment.
• Strong written and verbal communication, persuasion, and active listening skills.
• Willingness to learn and apply motivational interviewing techniques in patient conversations.
• Ability to manage a high call volume while maintaining accuracy and empathy.
• Comfortable working with productivity targets and quality metrics in a fast-paced, tech-enabled environment.
• Ability to use personal performance data and feedback to drive self-improvement.
• High comfort level with technology, including contact center platforms, CRM systems (e.g., Salesforce), documentation tools, and Google Suite.
• Openness and adaptability to new technologies, including responsible use of AI-enabled tools.
• Able to effectively collaborate with multidisciplinary teams.
• Excellent organizational and prioritization skills.
• Strong attention to detail.
• Ability and willingness to travel up to 10% as needed for onsite meetings, team collaboration, and company events.