Care Advocate (Shift: 8:30 - 5:30pm EST)

About TailorCare

TailorCare is reimagining how people access specialty care. Its care navigation program uses a highly personalized, evidence-based model to support better outcomes for joint, back, and muscle conditions. The team reviews each patient’s symptoms, medical history, preferences, and goals, then combines predictive data with current clinical guidelines to help them choose and move through the most suitable care path.

The company values people with diverse backgrounds, experiences, and viewpoints. It is a collaborative, curious, and ambitious group working to grow a high-growth startup that helps people living with pain. TailorCare operates remotely first, with its corporate office in Nashville.

About the Role

In this position, you will reach out to prospective patients through proactive outbound calls and other communication channels to build awareness and encourage enrollment in TailorCare’s musculoskeletal care navigation program. You will often be the first person patients speak with, so your role is to explain the service clearly, respond with empathy, and create a supportive experience that motivates action.

This is a high-volume outbound call center role focused on healthcare engagement. You will connect with patients and caregivers, uncover barriers, and help them move toward better musculoskeletal care.

This is a non-exempt hourly role.

Location and Schedule

This is a fully remote position. Candidates should be able to work schedules aligned with the Eastern, Central, or Mountain time zones. The role follows an 8:30 AM to 5:30 PM EST shift.

Responsibilities

• Place a large number of outbound calls and use phone, SMS, and email outreach to contact eligible patients, explain TailorCare’s services, and support enrollment.
• Develop a solid understanding of the MSK program, including core conditions, care paths, eligibility rules, and the enrollment journey, so information is communicated accurately and confidently.
• Present the program’s value in a clear, empathetic way that reflects each patient’s goals, level of health understanding, concerns, and motivation.
• Establish trust quickly by listening actively, showing genuine empathy, and helping patients feel comfortable and supported.
• Use foundational motivational interviewing skills such as open-ended questions, affirmations, reflective listening, and summarizing to keep conversations patient-centered.
• Handle common questions, concerns, and objections with calm, supportive communication while escalating issues outside your scope when needed.
• Represent the company’s mission and values through consistent, professional, and compassionate patient interactions.
• Record patient conversations carefully, completely, and promptly in internal systems to support coordination, data quality, and reporting.
• Hit or exceed goals tied to outreach activity, patient engagement, caseload handling, and call quality.
• Review performance data and coaching input to spot trends and improve your own outreach results over time.
• Use AI-powered tools and new technologies responsibly and with curiosity to increase productivity and outreach effectiveness.
• Adjust quickly to updated scripts, tools, and workflows while maintaining a positive, growth-focused mindset.
• Work with internal care teams to ensure smooth patient handoffs.
• Take part in team meetings and daily standups, contributing to an inclusive, collaborative, learning-oriented culture.
• Share feedback, observations, and ideas about patient patterns, outreach barriers, and script effectiveness with the appropriate team members.
• Carry out other assigned tasks as needed.

Qualifications

Required:

• Background in outbound calling, inside sales, telephonic outreach, or patient engagement, ideally in healthcare, health plans, or health tech.
• Strong verbal and written communication skills, along with persuasion and active listening.
• Willingness to learn and apply motivational interviewing methods in patient conversations.
• Ability to handle a high call load while staying accurate and empathetic.
• Comfort working toward productivity goals and quality measures in a fast-moving, technology-enabled environment.
• Ability to use performance data and feedback to improve your own results.
• Strong comfort with technology, including contact center tools, CRM platforms such as Salesforce, documentation systems, and Google Workspace.
• Openness to new technologies, including responsible use of AI-enabled tools.
• Ability to collaborate effectively with cross-functional teams.
• Excellent organization and prioritization skills.
• Strong 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 familiarity with Medicare health plans.
• Understanding of medical terminology.
• Prior experience in remote care or telemedicine environments.

What’s in it for you

• Purpose-driven work with the chance to make a meaningful difference every day.
• Remote-first setup, with hybrid options available in Nashville.
• Generous paid time off and holiday leave.
• Paid parental leave, plus support for flexibility and work-life balance.
• Medical, dental, vision, life, and disability coverage from day one, along with wellness resources and an employer HSA contribution.
• Competitive compensation structure with a 401(k) plan and employer match.
• An inclusive culture that encourages honest feedback, teamwork, and authenticity.

Additional information

TailorCare welcomes applicants from diverse backgrounds and encourages qualified candidates 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.