Customer Support (Two Years Call Center Exp. Strongly Preferred)

TL;DR - Highlights

• Role: Be the calm, expert voice residents and families count on to solve real problems, not just log tickets
• Location: 100% on-site, Lincolnwood, IL (please confirm your daily commute works before applying)
• Required: Call center experience, CRM fluency, and communication skills that put people at ease
• Benefits: Full health, vision, and dental coverage; 401(k) with company match; ground-floor seat in a fast-moving healthcare start-up
• Pay: $22.00/hour

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 advocates 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 on patient care tasks - see every request through to resolution, not just to hand-off
• Multi-Stakeholder Relationships: Be the trusted voice residents, facility staff, and providers know they can count on, built through consistent, reliable follow-through
• Issue Resolution: Triage and resolve service concerns with urgency, keeping every party in the loop with clear, real-time updates
• Internal Collaboration: Partner across Lyric National teams to coordinate solutions, escalate the tough ones, and deliver a seamless experience end to end

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; comfortable with multi-line phone systems and call center platforms
• Required Skills: Sharp organizational skills, the ability to juggle multiple active cases without dropping the ball, and a proven record of delivering great 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