Resident Benefits Advocate (Customer Support)

Lyric National•Lincolnwood, IL

2d•Onsite

About The Position

At Lyric National Inc., we're rewriting the script for long-term care. Born from a unique coalition of insurance experts, medical service providers, and facility owners, we provide skilled nursing and long-term care facilities with a single-source concierge platform for in-facility healthcare services. By streamlining service delivery, we provide residents with access to robust medical options that enhance their quality of care. We are committed to improving healthcare access and financial sustainability, serving as dedicated partners in building the future of senior care. We are seeking a motivated Resident Benefits Advocate ("Support Advocate") to join our call center, "The Pit", as the primary point of contact for residents, families and healthcare providers. We are looking for a proactive problem-solver who can navigate complex care needs with empathy and precision.

Requirements

High school diploma or equivalent
3+ years of experience in a healthcare, nursing home, or medical office administrative role
Proficiency in Microsoft Office and experience navigating CRM tools like Salesforce
Strong organizational skills with attention to detail and a track-record for exceptional customer experiences
Exceptional interpersonal skills with the ability to handle sensitive healthcare conversations with empathy and accuracy
Ability to work on-site 5 days a week in the Lincolnwood, IL office (9:00 AM – 5:00 PM) with occasional local travel as needed (i.e. off-site training)

Nice To Haves

Associate or Bachelor's degree
3+ years of experience in long-term care (LTC), skilled nursing or senior care environments
Familiarity with CMS regulations, HIPAA compliance and long-term care workflows
Prior experience with Electronic Health Records (EHR) and Salesforce
Strong understanding of medical terminology and provider documentation workflows

Responsibilities

Own the end-to-end follow-up process for patient care tasks, ensuring no request goes unanswered
Create ad-hoc appointments for residents and provide real-time updates on medical orders and Provider arrival times
Actively manage and update daily workflows for facility providers, pivoting quickly to accommodate schedule changes
Serve as an expert resource for billing and insurance inquiries, providing clarity to residents and their families
Respond to inbound inquiries professionally and with urgency, serving as the first line of support for our residents and facility partners
Deliver outstanding support by proactively resolving issues and guiding residents through complex processes with patience and precision
Maintain accurate records and ensure all activities hit strict regulatory timelines using CRM systems and Microsoft Office tools
Assist the sales team by providing a seamless transition from enrollment to active service, ensuring a high-quality "first experience" for every new resident
Identify and eliminate bottlenecks in documentation workflows to provide faster, professional solutions to facility providers