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

Lyric National•Lincolnwood, IL

10d•Onsite

About The Position

Lyric National Inc. is seeking a motivated Client Care Specialist to serve as the primary point of contact for residents, families, facility staff, healthcare providers, and internal partners. The role is based in the company’s call center, “The Pit,” and is 100% on-site in Lincolnwood, Illinois. The specialist provides empathetic, professional, and precise support, owning patient care requests through resolution and helping improve residents’ quality of care. The position handles inbound calls and inquiries, triages service concerns, coordinates with internal teams, and keeps stakeholders informed with clear, timely updates. It also requires accurate CRM documentation and adherence to regulatory timelines and HIPAA requirements. The specialist works with billing, operations, and sales teams on escalated issues and identifies process bottlenecks to improve response times and service quality. Pay is $22.00 per hour.

Requirements

High school diploma or equivalent.
At least 2 years of experience in a healthcare call center, long-term care, skilled nursing, or senior care environment.
Experience navigating CRM tools such as Salesforce.
Comfort using multi-line phone systems and call center platforms.
Strong organizational skills and ability to manage multiple active cases without losing track of them.
A proven record of delivering excellent customer experiences.
Exceptional verbal and written communication skills, including the ability to handle sensitive healthcare conversations with empathy, clarity, and accuracy across diverse stakeholders.
Ability to work 100% on-site in Lincolnwood, Illinois.

Nice To Haves

Associate or bachelor’s degree.
At least 3 years of experience in a healthcare call center, long-term care, skilled nursing, or senior care environment.
Proficiency in Microsoft 365, including SharePoint, Microsoft Teams, and Microsoft Office Planner.
Familiarity with CMS regulations, HIPAA compliance, Medicaid billing workflows, and long-term care documentation standards.
Prior experience with Electronic Health Records and Salesforce.
Working knowledge of medical terminology, healthcare billing, and provider documentation workflows relevant to skilled nursing and long-term care.

Responsibilities

Own end-to-end follow-up on patient care tasks and see requests through to resolution.
Build reliable working relationships with residents, facility staff, and healthcare providers.
Triage and resolve service concerns with urgency and provide clear, real-time updates to all parties.
Collaborate with Lyric National teams to coordinate solutions, escalate complex issues, and deliver a seamless experience.
Handle inbound calls and inquiries professionally as a first line of support for residents, facility staff, providers, and internal partners.
Maintain accurate CRM records and document interactions in accordance with regulatory timelines and HIPAA requirements.
Work with billing, operations, and sales partners to resolve escalated issues and provide a high-quality service experience.
Identify and communicate process bottlenecks to improve call center response times and service quality.