Care Advocate - Bilingual

Summary

Join TailorCare as a Care Advocate and engage prospective patients through outbound calls and multichannel outreach to promote enrollment in their musculoskeletal (MSK) care navigation program. You will be the first point of contact for many patients, guiding them through the program and creating a positive experience. This is a high-volume, outbound call center role focused on healthcare engagement, requiring strong communication and empathy skills. The position is 100% remote, working hours aligned with the Eastern Time Zone. You will be responsible for meeting performance targets related to outreach, engagement, and enrollment. TailorCare offers a supportive work environment and comprehensive benefits.

Requirements

• Bilingual in English and Spanish
• Experience in outbound call center, inside sales, telephonic outreach, or patient engagement roles—preferably in a healthcare, health plan, or health tech environment
• Strong written and verbal communication, persuasion, and active listening skills
• Ability to manage a high call volume while maintaining accuracy and empathy
• Comfortable working with productivity targets and quality metrics in a fast-paced, tech-enabled environment
• High comfort level with technology, including Google Suite, CRMs, etc
• Ability to effectively collaborate with multidisciplinary teams
• Excellent organizational and prioritization skills
• Strong attention to detail

Responsibilities

• Conduct high-volume outbound calls and multichannel outreach (phone, SMS, email) to eligible patients to introduce TailorCare’s services and support program enrollment
• Clearly and empathetically communicate TailorCare’s value proposition, tailoring the conversation to patient goals, concerns, and motivations
• Build trust and rapport quickly using active listening, motivational interviewing, and a compassionate approach to effectively engage patients
• Identify and address common patient questions, barriers, or objections while maintaining a calm, supportive tone
• Demonstrate empathy, professionalism, and consistency across all patient interactions, representing TailorCare’s values and mission
• Document all patient interactions accurately and thoroughly within internal systems
• Meet or exceed performance targets related to outreach volume, patient engagement, enrollment, and call quality
• Coordinate patient handoffs with internal care teams
• Participate in regular team meetings and contribute to a culture of learning and collaboration
• Surface feedback on outreach trends, barriers, or script effectiveness to appropriate team members for continuous improvement
• Perform other duties as assigned

Preferred Qualifications

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

Benefits

• Meaningful Work: We are dedicated to our mission and deeply value our patients and each other. Each day offers the opportunity to make a positive impact
• Work Environment: We operate as a remote-first company with options for a hybrid work model in Nashville
• Time Off: Our generous paid time off (PTO) and holiday plans ensure you have ample time to rest and recharge
• Family First: We offer paid parental leave and support a healthy work-life balance, encouraging flexibility and autonomy. We love talking about our family and pets!
• Comprehensive Benefits: From Day 1, employees enjoy medical, dental, vision, life, and disability insurance, wellness resources and an employer HSA contribution
• Fair Compensation: We are committed to equitable pay for all team members and support your future goals with a 401k plan that includes employer matching
• Community: We foster an inclusive environment where you can rely on your teammates, share honest feedback, and feel comfortable being your authentic self at work each day