Care Advocate (Shift: 8:00am – 5:00pm EST)

TailorCare is hiring a Care Advocate to engage prospective patients through proactive outbound calls and multichannel outreach and help drive awareness and enrollment in TailorCare’s musculoskeletal (MSK) care navigation program.

Care Advocates often serve as the first point of contact for patients, helping them understand the value of TailorCare’s services while providing a personalized, empathetic, and compelling experience.

This is a high-volume outbound healthcare call center role focused on connecting with patients and caregivers, identifying barriers, and motivating patients to take action toward improved musculoskeletal care.

Schedule & Location

• 100% remote position.
• Shift: 8:00 AM – 5:00 PM EST.
• Candidates must be available to work hours aligned with Eastern, Central, or Mountain Time Zones.
• Ability and willingness to travel up to 10% as needed for onsite meetings, team collaboration, and company events.

Responsibilities

• Conduct high-volume outbound calls and multichannel outreach by phone, SMS, and email to eligible patients.
• Introduce patients to TailorCare’s services and support program enrollment.
• Develop a strong working knowledge of TailorCare’s MSK program, including conditions, care pathways, eligibility criteria, and enrollment processes.
• Clearly and empathetically communicate the value of TailorCare’s services.
• Tailor conversations to individual patient goals, health literacy, concerns, and motivations.
• Build trust and rapport through active listening, empathy, and compassionate communication.
• Learn and apply foundational motivational interviewing techniques, including open-ended questions, affirmations, reflective listening, and summarizing.
• Identify and address common patient questions, barriers, and objections.
• Escalate patient needs or situations that fall outside the Care Advocate’s scope.
• Maintain professionalism, empathy, and consistency during patient interactions.
• Accurately and thoroughly document patient interactions in internal systems.
• Meet or exceed performance targets for outreach volume, patient engagement, caseload management, and call quality.
• Use personal performance data and coaching feedback to identify trends and improve outreach performance.
• Use AI-enabled tools and new technologies responsibly to improve productivity and outreach effectiveness.
• Adapt to changing scripts, tools, and workflows.
• Coordinate patient handoffs with internal care teams.
• Participate in regular team meetings and daily standups.
• Provide observations, feedback, and ideas regarding patient trends, outreach barriers, and script effectiveness.
• Perform other duties as assigned.

Required Qualifications

• Experience in an outbound call center, inside sales, telephonic outreach, or patient engagement role, preferably within healthcare, a health plan, or health technology environment.
• Strong written and verbal communication skills.
• Strong persuasion and active listening skills.
• Willingness to learn and apply motivational interviewing techniques.
• Ability to handle high call volumes while maintaining accuracy and empathy.
• Comfortable working with productivity targets and quality metrics in a fast-paced, technology-enabled environment.
• Ability to use performance data and feedback for self-improvement.
• High comfort level with technology.
• Experience using contact center platforms, CRM systems such as Salesforce, documentation tools, and Google Suite.
• Openness and adaptability to new technology, 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%.

Preferred Qualifications

• Familiarity with motivational interviewing and/or patient coaching strategies.
• Experience working with Medicare populations.
• Basic understanding of Medicare Health Plans.
• Knowledge of medical terminology.
• Previous experience with remote or telemedicine care delivery.

Benefits

• Generous Paid Time Off
• Paid Holidays
• Paid Parental Leave
• Medical Insurance beginning Day 1
• Dental Insurance beginning Day 1
• Vision Insurance beginning Day 1
• Life Insurance beginning Day 1
• Disability Insurance beginning Day 1
• Wellness Resources
• Employer HSA Contribution
• 401(k) with Employer Matching
• Remote-first Work Environment
• Hybrid Work Option in Nashville

About TailorCare

TailorCare is transforming specialty care through a personalized, evidence-based approach to helping patients with joint, back, and muscle conditions.

The company evaluates patients’ symptoms, health histories, preferences, and goals alongside predictive data and evidence-based guidelines to help patients choose and navigate appropriate treatment pathways.

TailorCare is a remote-first company with its corporate office located in Nashville.