Customer Support

Lyric National•Lincolnwood, IL

8d•Onsite

About The Position

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. We're looking for a proactive problem-solver who can navigate complex customer service needs with empathy, professionalism, and precision - and who takes pride in knowing their work directly improves the quality of care our residents receive.

Requirements

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

Nice To Haves

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

Responsibilities

Own the end-to-end follow-up process for patient care tasks, ensuring every request is tracked through to resolution
Serve as a trusted point of contact for residents, facility staff, and providers, building confidence through consistent, reliable follow-through
Triage and resolve customer service concerns with urgency, providing real-time updates and clear communication to all parties involved
Partner with internal Lyric National teams to coordinate solutions, escalate complex issues, and ensure a seamless client experience across all touchpoints
Handle inbound calls and inquiries professionally and with urgency, serving as the first line of support for residents, facility staff, providers, and internal partners
Maintain accurate records and document all interactions in CRM systems, ensuring activities adhere to strict regulatory timelines and HIPAA requirements
Work closely with internal partners across billing, operations, and sales to resolve escalated issues and ensure a high-quality service experience for every client
Identify and communicate process bottlenecks to improve response times and service quality across the call center environment