Care Advocate (Shift: 8:00 - 5:00pm EST)

About TailorCare

TailorCare is reimagining specialty care by offering a highly personalized, evidence-led program for people dealing with joint, back, and muscle issues. The team reviews symptoms, medical history, preferences, and care goals, then combines that insight with predictive data and current clinical guidance to help each patient choose and move through the most appropriate treatment path.

The company welcomes people with different backgrounds, experiences, and viewpoints. It is a collaborative, curious, and driven startup team focused on growing a mission-led business that improves life for people in pain. TailorCare operates remotely, with its corporate office in Nashville.

About the Role

As a Care Advocate, you will connect with prospective patients through outbound calling and multi-channel outreach to build awareness of TailorCare’s musculoskeletal care navigation program and support enrollment. You will often be the first person patients speak with, so the role calls for a personalized, warm, and persuasive approach.

This is a fast-paced, high-volume outbound call center position centered on healthcare engagement. You will speak with patients and caregivers, uncover barriers to care, and encourage action toward better musculoskeletal treatment.

This is a non-exempt, hourly position.

Location and Schedule

This is a fully remote role. Candidates need to be available during hours that align with Eastern, Central, or Mountain Time Zones.

Responsibilities

• Place a large volume of outbound calls and follow up through phone, SMS, and email to eligible patients in order to explain TailorCare’s services and encourage enrollment.
• Develop a solid understanding of the MSK program, including the main conditions covered, care pathways, eligibility rules, and enrollment steps, so you can explain the program accurately.
• Communicate the company’s value clearly and compassionately, adjusting your approach to match each patient’s goals, understanding, concerns, and motivation.
• Quickly establish trust through attentive listening, empathy, and a supportive tone that helps patients feel comfortable and engaged.
• Use basic motivational interviewing methods such as open-ended questions, affirmations, reflective listening, and summarizing to guide patient-centered conversations.
• Respond to common questions, barriers, and objections with calm, approved approaches, and escalate issues when a situation goes beyond your scope.
• Represent TailorCare consistently with professionalism, empathy, and a strong connection to the company’s mission and values.
• Record every patient interaction accurately and promptly in internal systems to support care coordination, reporting, and data quality.
• Work toward or surpass goals tied to outreach activity, engagement, caseload handling, and call quality.
• Review your own performance metrics and coaching input to spot patterns and improve your approach over time.
• Use AI tools and emerging technologies thoughtfully and responsibly to increase productivity and outreach effectiveness.
• Stay flexible as scripts, tools, and workflows change, while maintaining a positive and growth-minded attitude.
• Coordinate patient transfers and handoffs with internal care teams.
• Join team meetings and daily standups, contributing to a collaborative and inclusive learning culture.
• Share observations, feedback, and ideas about patient behavior, outreach challenges, and script performance with the relevant team members to support ongoing improvement.
• Take on other duties as needed.

Qualifications

Required:

• Background in an outbound call center, inside sales, telephonic outreach, or patient engagement role, ideally within healthcare, a health plan, or health tech.
• Strong verbal and written communication skills, along with persuasion and active listening ability.
• Readiness to learn and use motivational interviewing techniques in patient conversations.
• Ability to handle high call volume without losing accuracy or empathy.
• Comfort working against productivity and quality targets in a fast-moving, technology-driven environment.
• Ability to use performance data and feedback to improve your own results.
• Strong comfort with technology, including contact center systems, CRM platforms such as Salesforce, documentation tools, and Google Suite.
• Willingness to adopt new technologies, including responsible use of AI-supported tools.
• Ability to collaborate effectively with cross-functional teams.
• Strong organization and prioritization skills.
• Excellent attention to detail.
• Willingness and ability to travel up to 10% for onsite meetings, team collaboration, and company events.

Preferred:

• Exposure to motivational interviewing or patient coaching approaches.
• Experience supporting Medicare populations and a basic understanding of Medicare health plans.
• Familiarity with medical terminology.
• Previous experience in remote or telemedicine care delivery.

What’s In It For You

• Purpose-driven work with the chance to make a meaningful difference every day.
• Remote-first setup, with a hybrid option available in Nashville.
• Generous paid time off and holiday leave to support rest and recovery.
• Paid parental leave plus flexibility and autonomy to support work-life balance.
• Medical, dental, vision, life, and disability coverage available from day one, along with wellness resources and employer HSA contributions.
• Competitive, equitable compensation with a 401(k) plan and employer match.
• An inclusive team environment where honest feedback, mutual support, and authenticity are encouraged.

Additional Information

TailorCare is committed to building a team with diverse backgrounds and encourages qualified candidates from all communities to apply. The company is an equal opportunity employer and does not discriminate based on age, sex, gender identity or expression, sexual orientation, color, race, creed, national origin, ancestry, religion, marital status, political belief, physical or mental disability, pregnancy, military status, or veteran status.