Care Advocate - Bilingual (Shift: 8AM - 5PM MST/7AM - 4PM PST)

About TailorCare

TailorCare is transforming the experience of specialty care. Our comprehensive care program takes a profoundly personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By carefully assessing patients' symptoms, health histories, preferences, and goals with predictive data and the latest evidence-based guidelines, we help patients choose and navigate the most effective treatment pathway for them every step of the way.

TailorCare values the experiences and perspectives of individuals from all backgrounds. We are a highly collaborative, curious, and determined team passionate about scaling a high-growth start-up to improve the lives of those in pain. TailorCare is a remote-first company with our corporate office located in Nashville.

About the Role

As a Care Advocate, you will be responsible for engaging prospective patients through proactive outbound calls and multichannel outreach to drive awareness and enrollment in TailorCare’s musculoskeletal (MSK) care navigation program. You’ll often serve as the first point of contact, guiding patients through the value of our services and creating a personalized, empathetic, and compelling experience.

This is a high-volume, outbound call center role focused on healthcare engagement, where you will connect with patients and their caregivers to identify barriers and motivate them to take action toward improved musculoskeletal (MSK) care. 

This is a non-exempt (hourly) position.

Location & Schedule

This is a 100% remote role. Candidates must be available to work hours aligned with Mountain and Pacific Time Zones.

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.

Qualifications

Required

• 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

Preferred

• 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