Healthcare customer service representative (two years call center exp. strongly preferred)

Pay: $22.00/hour | Type: Full-time | Schedule: Monday-Friday, 9:00 AM-5:00 PM | Location: Lincolnwood, IL (100% on-site)

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 and be the calm, trusted voice that residents, families, facility staff, and providers rely on. You won't just log tickets. You'll own each request until it's resolved.

Core Responsibilities:

• Answer inbound calls and inquiries from residents, families, facility staff, providers, and internal partners
• Own patient care follow-ups from start to finish, with no hand-offs that leave people waiting
• Triage and resolve service concerns quickly, keeping everyone updated in real time
• Document every interaction accurately in our CRM (Salesforce), following HIPAA and regulatory timelines
• Work with our billing, operations, and sales teams to resolve escalated issues
• Spot process bottlenecks and suggest ways to improve response times and service quality

Job Requirements:

• 2+ years of experience in a healthcare call center, long-term care (LTC), skilled nursing, or senior care environment
• Experience with CRM tools (Salesforce preferred) and multi-line phone or call center systems
• Strong organizational skills and the ability to manage many open cases at once
• Excellent verbal and written communication, with empathy for sensitive healthcare conversations
• High school diploma or equivalent
• Ability to work on-site in Lincolnwood, IL, Monday-Friday, 9:00 AM-5:00 PM (this position is 100% on-site)

Preferred Qualifications:

• Associate or bachelor's degree
• 3+ years in a healthcare call center or long-term care setting
• Experience with EHR systems and Salesforce
• Knowledge of CMS regulations, HIPAA, Medicaid billing workflows, and LTC documentation
• Familiarity with medical terminology and healthcare billing
• Proficiency in Microsoft 365 (SharePoint, Teams, Planner)

Benefits:

• $22.00/hour
• Health insurance
• Dental and vision coverage
• Paid time off (PTO)
• 401(k) retirement plan with company match

Lyric National Inc. is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, ancestry, age (40 and over), disability, genetic information, military or veteran status, citizenship or immigration status, arrest record, family responsibilities, reproductive health decisions, or any other characteristic protected by federal, state, or local law. We provide reasonable accommodations to applicants with disabilities. To request one, contact elizabeth@lyricnational.com.