Care Advocate (Shift: 8:00 - 5:00 pm MST / 9:00 - 6:00pm CST)

Job description

**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. **About the Role** As a Care Advocate, you will be responsible for engaging prospective patients through proactive outbound calls and multichannel outreach to drive awareness and enrollment in TailorCare’s musculoskeletal (MSK) care navigation program. You’ll often serve as the first point of contact, guiding patients through the value of our services and creating a personalized, empathetic, and compelling experience. This is a high-volume, outbound call center role focused on healthcare engagement, where you will connect with patients and their caregivers to identify barriers and motivate them to take action toward improved musculoskeletal (MSK) care. This is a non-exempt (hourly) position. **Location & Schedule** This is a 100% remote role. Candidates must be available to work hours aligned with Eastern, Central, or Mountain Time Zones. **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. - 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. - 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. - 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. - Perform other duties as assigned. **Qualifications** Required: - 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. - Ability 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. Preferred: - Familiarity with motivational interviewing and/or patient coaching strategies. - Experience working with Medicare populations and a basic understanding of Medicare Health Plans. - Knowledge of medical terminology. - Previous experience with remote/telemedicine care delivery. **What's In It For You** - **Meaningful Work:** We are dedicated to our mission and deeply value our patients and each other. Each day offers the opportunity to make a positive impact. - **Work Environment:** We operate as a remote-first company with options for a hybrid work model in Nashville. - **Time Off:** Our generous paid time off (PTO) and holiday plans ensure you have ample time to rest and recharge. - **Family First:** We offer paid parental leave and support a healthy work-life balance, encouraging flexibility and autonomy. We love talking about our family and pets! - **Comprehensive Benefits:** From Day 1, employees enjoy medical, dental, vision, life, and disability insurance, wellness resources and an employer HSA contribution. - **Fair Compensation:** We are committed to equitable pay for all team members and support your future goals with a 401k plan that includes employer matching. - **Community:** We foster an inclusive environment where you can rely on your teammates, share honest feedback, and feel comfortable being your authentic self at 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.