Customer Support (Two Years Call Center Exp. Strongly Preferred)

About the role

We are seeking a motivated Client Care Specialist to join our call center, affectionately known as "The Pit," as the primary point of contact for residents, families, and healthcare providers.

Core Responsibilities

• Patient Care Ownership: Own the end-to-end follow-up process for patient care tasks, ensuring every request is tracked through to resolution
• Multi-Stakeholder Relationships: Serve as a trusted point of contact for residents, facility staff, and providers, building confidence through consistent, reliable follow-through
• Issue Resolution: Triage and resolve customer service concerns with urgency, providing real-time updates and clear communication to all parties involved
• Internal Collaboration: Partner with internal Lyric National teams to coordinate solutions, escalate complex issues, and ensure a seamless client experience across all touchpoints

Job Description

• Multi-Channel Inbound Support: Handle inbound calls and inquiries professionally and with urgency, serving as the first line of support for residents, facility staff, providers, and internal partners
• Systems & Compliance Expertise: Maintain accurate records and document all interactions in CRM systems, ensuring activities adhere to strict regulatory timelines and HIPAA requirements
• Cross-Team Coordination: Work closely with internal partners across billing, operations, and sales to resolve escalated issues and ensure a high-quality service experience for every client
• Operational Excellence: Identify and communicate process bottlenecks to improve response times and service quality across the call center environment

Job Requirements

• Education: High school diploma or equivalent
• Experience: 2+ years of experience in a healthcare call center, long-term care (LTC), skilled nursing, or senior care environment
• Technical Skills: Experience navigating CRM tools such as Salesforce; comfort with multi-line phone systems and call center platforms
• Required Skills: Strong organizational skills with attention to detail, the ability to manage multiple active cases simultaneously, and a track record for delivering exceptional customer experiences
• Communication: Exceptional verbal and written communication skills with the ability to handle sensitive healthcare conversations across diverse stakeholders with empathy, clarity, and accuracy
• In-Office Requirement: This position is a 100% on-site position located in Lincolnwood, IL

Preferred Qualifications

• Education: Associate or Bachelor's degree
• Experience: 3+ years of experience in a healthcare call center, long-term care (LTC), skilled nursing, or senior care environment
• Technical Skills: Proficiency in Microsoft 365 (i.e. Sharepoint, Microsoft Teams, Microsoft Office Planner...etc.)
• Regulatory Knowledge: Familiarity with CMS regulations, HIPAA compliance, Medicaid billing workflows, and long-term care documentation standards
• System Experience: Prior experience with Electronic Health Records (EHR) and Salesforce
• Medical Literacy: Working knowledge of medical terminology, healthcare billing, and provider documentation workflows relevant to skilled nursing and long-term care

Benefits

• Health Insurance
• Dental & Vision Coverage
• Paid Time Off (PTO)
• 401(k) Retirement Plan

Pay

$22.00 per hour