Customer Support (Two Years Call Center Exp. Strongly Preferred

TL;

DR - Highlights

• Role:Provide call center support to customers and team members, delivering clear answers and solutions
• Location: 100% on-site, Lincolnwood, IL (please ensure daily commute is sustainable)
• Required: Call center experience, CRM proficiency, and strong communication skills
• Benefits: Full health, vision, and dental coverage; 401(k) with company match; start-up environment
• Pay: $22.00/hour

About Lyric National

At , 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 partners 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 process for patient care tasks, ensuring every request is tracked through to resolution
• Multi-Stakeholder Relationships: Serve as a trusted point of contact for residents, facility staff, and providers, building confidence through consistent, reliable follow-through
• Issue Resolution: Triage and resolve customer service concerns with urgency, providing real-time updates and clear communication to all parties involved
• Internal Collaboration: Partner with internal Lyric National teams to coordinate solutions, escalate complex issues, and ensure a seamless client experience across all touchpoints

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; comfort with multi-line phone systems and call center platforms
• Required Skills: Strong organizational skills with attention to detail, the ability to manage multiple active cases simultaneously, and a track record for delivering exceptional 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