Customer Service Specialist, (Call Centre & Medical Experience)

Job Description

About AllCare:

At AllCare, we provide personalized primary care delivered directly to facilities across California. Our dedicated concierge service simplifies medical coordination, allowing care teams to focus on what matters most—caring for their residents. We are committed to improving patient experiences and outcomes through seamless scheduling, proactive follow-ups, and compassionate care.

Job Overview:

We are seeking a senior-level Customer Service Specialist with a strong background in healthcare operations and patient care call center management. This role is central to building trusted relationships with patients, families, and care teams, ensuring every interaction reflects compassion, empathy, and attention to detail. The ideal candidate will be a proactive leader who thrives in managing patient engagement, care coordination, and scheduling while fostering a culture of trust and excellence in care delivery.

Key Responsibilities:

• Patient Engagement and Advocacy: Build meaningful connections with patients and families, offering support, guidance, and solutions to improve their overall care experience.
• Follow-Up and Scheduling: Coordinate and manage patient follow-ups, medical appointments, and care transitions with precision and a focus on timeliness.
• Patient Monitoring: Regularly check in on patients’ health status, ensuring adherence to care plans and escalating any issues for clinical review.
• Care Coordination: Act as a central point of contact between patients, families, and care providers, streamlining communication and ensuring clarity at every step of the care journey.
• Call Center Oversight: Manage patient care call center operations, ensuring prompt, compassionate, and effective handling of inquiries, follow-ups, and appointment scheduling.
• Compassionate Leadership: Serve as a companion to patients, providing emotional support and reassurance, especially during vulnerable moments in their care.
• Team Collaboration: Partner with clinical staff, including doctors, nurses, pharmacists, and care teams, to align care strategies and enhance patient outcomes.
• Healthcare Documentation: Maintain meticulous patient records, ensuring accuracy, regulatory compliance, and adherence to HIPAA standards.
• Process Improvement: Drive initiatives to enhance care delivery systems, focusing on patient satisfaction, engagement, and retention.
  

Requirements

Qualifications:

• Education:
• Bachelor’s degree in Nursing, Pharmacy, or a related healthcare field (required).
• A Master’s degree in Healthcare Administration, Nursing, or a related field (preferred).
• Experience:
• 5+ years of experience in customer care or patient care management within clinics, hospitals, hospice, assisted living care facilities, or other healthcare settings.
• Proven experience managing patient care call centers, including oversight of scheduling, inquiries, and follow-ups.
• Strong background in care coordination and follow-up management in complex healthcare environments.
• Skills:
• Strong interpersonal skills to build trust and rapport with patients and families.
• Exceptional organizational abilities, particularly in scheduling and care coordination.
• Advanced proficiency in EMR systems, patient monitoring platforms, and healthcare CRM tools.
• Critical thinking and problem-solving skills to address patient concerns in real-time.
  

Preferred Qualifications:

• Certification in patient advocacy, care coordination, or healthcare quality improvement (e.g., CPXP, IHI).
• Experience leading chronic care programs or elderly care patient satisfaction initiatives.
  

Benefits

Why Join AllCare?

• Work on cutting-edge AI and B2B technologies: We are at the forefront of AI and B2B innovation. Our employees have the opportunity to work on the latest and greatest technologies, and to make a real impact on the world.
• Help build and grow successful startups: We are committed to helping our portfolio companies succeed. Our employees play a vital role in building and growing these companies.
• Work with some of the best minds in the industry: You will be part of a team of highly motivated and talented people who are passionate about making a difference. You will have the chance to learn from some of the best minds in the industry.
• Supportive and collaborative work environment: We believe in creating a supportive and collaborative work environment where our employees can thrive.
• Competitive salary and benefits package: We offer a competitive salary [$1500 to $2000 monthly].