Client Care Specialist

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 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. Core Responsibilities Patient Care Ownership: Own the end‑to‑end follow‑up process for patient care tasks, ensuring every request is tracked through to resolution Multi‑Stakeholder Relationships: Serve as a trusted point of contact for residents, facility staff, and providers, building confidence through consistent, reliable follow‑through Issue Resolution: Triage and resolve customer service concerns with urgency, providing real‑time updates and clear communication to all parties involved Internal Collaboration: Partner with internal Lyric National teams to coordinate solutions, elevate complex issues, and ensure a seamless client experience across all touchpoints Job Description Key Responsibilities Multi‑Channel Inbound Support: Handle inbound calls and inquiries professionally and with urgency, serving as the first line of support for residents, facility staff, providers, and internal partners Systems & Compliance Expertise: Maintain accurate records and document all interactions in CRM systems, ensuring activities adhere to strict regulatory timelines and HIPAA requirements Cross‑Team Coordination: Work closely with internal partners across billing, operations, and sales to resolve escalated issues and ensure a high‑quality service experience for every client Operational Excellence: Identify and communicate process bottlenecks to improve response times and service quality across the call center environment Job Requirements Education: High school diploma or equivalent Experience: 2+ years of experience in a healthcare call center, long‑term care (LTC), skilled nursing, or senior care environment Technical Skills: Experience navigating CRM tools such as Salesforce; comfort with multi‑line phone systems and call center platforms Required Skills: Strong organizational skills with attention to detail, the ability to manage multiple active cases simultaneously, and a track record for delivering exceptional customer experiences Communication: Exceptional verbal and written communication skills with the ability to handle sensitive healthcare conversations across diverse stakeholders with empathy, clarity, and accuracy In‑Office Requirement: This position is a 100% on‑site position located in Lincolnwood, IL Preferred Qualifications Education: Associate or Bachelor's degree Experience: 3+ years of experience in a healthcare call center, long‑term care (LTC), skilled nursing, or senior care environment Technical Skills: Proficiency in Microsoft 365 (i.e. Sharepoint, Microsoft Teams, Microsoft Office Planner...etc.) Regulatory Knowledge: Familiarity with CMS regulations, HIPAA compliance, Medicaid billing workflows, and long‑term care documentation standards System Experience: Prior experience with Electronic Health Records (EHR) and Salesforce Medical Literacy: Working knowledge of medical terminology, healthcare billing, and provider documentation workflows relevant to skilled nursing and long‑term care Benefits Health Insurance Dental & Vision Coverage Paid Time Off (PTO) 401(k) Retirement Plan #J-18808-Ljbffr Lyric National