Support Advocate (Customer Care)

Job Description

Job Description

About Lyric National

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.

Job Overview

We are seeking a motivated and sales-driven Customer Service Representative to join our call center, "The Pit," as the primary point of contact for residents, families, and healthcare providers. In this role, you will not only deliver exceptional support but also identify opportunities to expand resident services and contribute to revenue growth. We are looking for a proactive problem-solver who can navigate complex care needs with empathy, precision, and a results-oriented mindset.

Core Responsibilities:

• Patient Care Deliverables: Own the end-to-end follow-up process for patient care tasks, ensuring no request goes unanswered
• Dynamic Scheduling: Create ad-hoc appointments for residents and provide real-time updates on medical orders and provider arrival times
• Workflow Optimization: Actively manage and update daily workflows for facility providers, pivoting quickly to accommodate schedule changes
• Insurance Advocate: Serve as an expert resource for billing and insurance inquiries, providing clarity to residents and their families
• Sales & Growth Support: Proactively identify upsell and cross-sell opportunities during service interactions, supporting revenue growth goals while delivering outstanding care experiences

Job Description:

Key Responsibilities:

• High-Touch Support: Respond to inbound inquiries professionally and with urgency, serving as the first line of support for residents and facility partners
• Expert Troubleshooting: Deliver outstanding support by proactively resolving issues and guiding residents through complex processes with patience and precision
• Sales Engagement: Actively engage residents and families on available services, effectively communicating value to drive enrollment and service adoption
• Systems & Compliance Expertise: Maintain accurate records and ensure all activities meet strict regulatory timelines using Microsoft Office tools and internal systems
• Revenue Growth Support: Assist the sales team by ensuring a seamless transition from enrollment to active service, delivering a high-quality "first experience" for every new resident
• Operational Excellence: Identify and eliminate bottlenecks in documentation workflows to provide faster, professional solutions to facility providers

Job Requirements:

• Education: High school diploma or equivalent
• Experience: 1-3 years of experience in a healthcare setting, nursing home, or medical office administrative role
• Technical Skills: Proficiency in Microsoft Office (Word, Excel, Outlook) is required
• Required Skills: Strong organizational skills with attention to detail and a track record for exceptional customer experiences
• Communication: Exceptional interpersonal skills with the ability to handle sensitive healthcare conversations with empathy and accuracy
• On-Site Requirement: 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 (e.g., off-site training)

Preferred Qualifications:

• Education: Associate or Bachelor's degree.
• Experience: Experience in long-term care (LTC) or Senior Living environments, such as skilled nursing or assisted living facilities.
• CRM Experience: Prior experience working with CRM platforms (e.g., Salesforce or similar tools)
• Insurance Knowledge: Familiarity with healthcare insurance processes, billing, or coverage coordination
• Regulatory Knowledge: Familiarity with CMS regulations, HIPAA compliance, and long-term care workflows
• System Expertise: Prior experience with Electronic Health Records (EHR) systems.
• Medical Literacy: Strong understanding of medical terminology and provider documentation workflows

Benefits:

• Health Insurance
• Dental & Vision Coverage
• Paid Time Off (PTO)
• 401(k) Retirement Plan