miramace - Customer Success Specialist (CHW/LPN)
Requirements
• Deeply empathetic. Older adults feel heard when they talk to you, even when they're anxious, skeptical, or hard of hearing. • Fluent in Medicare. Original Medicare vs. Medicare Advantage, Part B, supplemental plans, deductibles — you can explain them simply because you've done it hundreds of times. • Great on the phone. You build trust in the first minute, keep the conversation moving, and close with a booked visit. • Organized under volume. You can hold a full queue of callbacks without dropping anyone, and your documentation is clean without being chased. • Comfortable with technology and quick to learn new tools (CRMs, scheduling, and messaging platforms). • Located in the United States — required, as this role is patient-facing. • An active LPN/LVN license, or Community Health Worker (CHW) certification. • 2+ years of patient-facing experience talking with Medicare patients — intake, enrollment, patient access, member services, care coordination, or similar. • Deep working knowledge of Medicare and the U.S. healthcare system. • Comfort with a high volume of phone conversations every day, with the goal of turning interest into booked visits. • Reliable computer, internet, and a quiet space for patient calls. • Experience in a healthcare call center, patient access, or enrollment role. • Familiarity with Medicaid and other public programs. • Bilingual — Spanish, or another language common among Medicare patients. • THE ARRANGEMENT
Responsibilities
• Answer calls from patients who just signed up, and call new signups back quickly — the first conversation usually decides whether someone gets care. • Lead with empathy: listen to what the patient is going through, and learn about their health, their goals, and what has been getting in the way. • Explain what Mira Mace does, how our services are covered by Medicare, and what happens next — in plain language, without jargon. • Confirm the basics: Medicare coverage and plan details, contact information, and anything the care team needs to get started. • Book the patient's first doctor's visit on the call, and make sure they know how to join it. • Follow up with patients who didn't answer or weren't ready yet — persistent, respectful outreach by phone and text. • Document every conversation in our platform, accurately and as you go. • Maintain confidentiality and comply with HIPAA, privacy, and all applicable platform standards.
Benefits
• $20 – $25 per hour • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • Why do you want this specific role? Tell us what you understand a Customer Success Specialist here actually does day-to-day, and why that work is for you. • Tell us about a time you explained Medicare coverage (Original Medicare vs. Medicare Advantage, Part B, a supplement) to a patient who was confused or skeptical. What did you say, and how did it end? • You call a patient who signed up online yesterday. They say: "I don't remember signing up. What is this, and what is it going to cost me?" Walk us through the next five minutes of that call. • In your most recent patient-facing role, how many patients did you talk to on a typical day, and what share of those conversations ended with a booked appointment or a completed enrollment? How did you track it? • Tell us about a patient who said "let me think about it" or stopped answering your calls. What did you do next, and how did it end? • Which hours can you commit Monday-Friday between 9am-7pm ET? List any other work you would hold alongside this role. • This role is 6 hours of patient phone conversation daily. Describe the most phone-heavy stretch of your career and how it went for you. • Greater National Advocates • A friend or colleague • A Facebook group • An advocate who works at Mira Mace • Found Mira Mace online / search • I consent to receive texts from Mira Mace about my application (interview reminders, offer, onboarding). Msg & data rates may apply. Reply STOP to opt out. Consent is not a condition of employment.
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