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

TailorCare

8d•Remote

About The Position

TailorCare is a remote-first company focused on improving specialty care for people with joint, back, and muscle conditions. Its evidence-based care program helps patients choose and navigate treatment pathways based on their symptoms, health histories, preferences, and goals. The Care Advocate engages prospective patients through proactive outbound calls and multichannel outreach to increase awareness of and enrollment in TailorCare’s musculoskeletal (MSK) care navigation program. As a frequent first point of contact, the Care Advocate explains the program and creates a personalized, empathetic experience for patients and caregivers. This is a high-volume, outbound call center role focused on healthcare engagement. The position is non-exempt and hourly. The role is 100% remote, with work hours aligned to the Eastern, Central, or Mountain time zones. The listed schedule is 8:00 a.m.–5:00 p.m. MST or 9:00 a.m.–6:00 p.m. CST. Travel of up to 10% may be needed for onsite meetings, team collaboration, and company events.

Requirements

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

Nice To Haves

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 or telemedicine care delivery.

Responsibilities

Conduct high-volume outbound calls and multichannel outreach via phone, SMS, and email to eligible patients to introduce TailorCare’s services and support program enrollment.
Build and maintain working knowledge of TailorCare’s MSK program, including conditions, care pathways, eligibility criteria, and enrollment processes.
Explain the program clearly and empathetically, tailoring conversations to patient goals, health literacy, concerns, and motivations.
Build trust and rapport through active listening, empathy, and a compassionate approach.
Learn and apply foundational motivational interviewing techniques, including open-ended questions, affirmations, reflective listening, and summarizing.
Address common patient questions, barriers, and objections using established techniques; seek guidance and escalate situations outside the role’s scope.
Represent TailorCare’s values and mission with empathy, professionalism, and consistency in patient interactions.
Document patient interactions accurately, thoroughly, and promptly in internal systems.
Meet or exceed targets for outreach volume, patient engagement, caseload management, and call quality.
Use performance data and coaching feedback to identify trends and improve outreach.
Use AI-enabled tools and new technologies responsibly to improve 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 team meetings and daily standups, contributing to an inclusive culture of learning and collaboration.
Share observations, feedback, and ideas about patient trends, outreach barriers, and script effectiveness with appropriate team members.
Perform other duties as assigned.