Care Advocate (Shift: 8:30 - 5:30pm EST)

About the role

TailorCare is a remote-first company focusing on transforming the experience of specialty care. The company provides a comprehensive care program that uses predictive data and evidence-based guidelines to improve patient outcomes for joint, back, and muscle conditions. TailorCare is committed to inclusivity and values the experiences and perspectives of individuals from all backgrounds.

Responsibilities

• Conduct high-volume outbound calls and multichannel outreach (phone, SMS, email) 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.
• 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.
• Document all patient interactions accurately, thoroughly, and in a timely manner within internal systems to support care coordination, data integrity, and reporting.
• Meet or exceed 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.
• Adapt to changing scripts, tools, and workflows with a positive, growth-oriented mindset.
• Coordinate 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.
• Able 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.
• Able and willing to travel up to 10% as needed for onsite meetings, team collaboration, and company events.