TL;DR - Highlights
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Pay: $22.00/hour
- Job Type: Full-Time (Full health, vision, and dental insurance as well as 401(k) with company match and Paid Time Off)
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Location: 100% on-site in Lincolnwood, IL (near Chicago)
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Please confirm your daily commute prior to applying
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:
Lyric National is hiring an experienced Client Care Specialist for our call center in Lincolnwood, IL. This customer service and case management role is the primary point of contact for residents, families, and healthcare providers at skilled nursing and long-term care (LTC) facilities. Lyric National gives long-term care and skilled nursing facilities a single-source concierge platform for in-facility healthcare services, helping residents access care and achieve better financial outcomes.
This isn't a script-reading, ticket-closing customer service job. We need a healthcare call center professional who knows how to own a case from first call to final resolution, keep multiple stakeholders calm and informed, and make good judgment calls when things get complicated. Internally, our call center is affectionately known as "The Pit" - a tight-knit, high-trust team that has each other's backs on the hard calls.
If you've built a reputation as the person your team and your callers trust, we want to talk to you.
Core Responsibilities:
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End-to-end case ownership - see every patient care request through to resolution, not just to hand-off
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Trusted relationships - become the voice residents, facility staff, and providers know they can count on
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Fast, clear issue resolution - triage and resolve service concerns with urgency, with real-time updates to everyone involved
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Cross-team coordination - partner with billing, operations, and sales to solve escalated issues and close gaps in the process
Job Description:
Key Responsibilities:
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Handle inbound calls and inquiries as the first line of customer service support for residents, facility staff, healthcare providers, and internal teams
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Keep accurate, compliant CRM records on strict regulatory timelines, per HIPAA
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Work closely with billing, operations, and sales on escalated issues
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Flag process bottlenecks and help make the call center run better
Job Requirements:
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3+ years of experience in a healthcare call center, long-term care (LTC), skilled nursing facility, or senior care environment
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This role requires real tenure and complex-case experience, not entry-level customer service
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Hands-on experience with a CRM (Salesforce strongly preferred) and multi-line phone/call center systems
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A proven track record managing a full caseload without dropping the ball
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Strong customer service and communication skills that put anxious families and frustrated providers at ease (clear, accurate, and empathetic under pressure)
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High school diploma or GED required; Associate's or Bachelor's degree a plus
Benefits:
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Full health, vision, and dental insurance
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401(k) with company match
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Paid Time Off (PTO)
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A ground-floor seat at a fast-moving healthcare start-up where your work directly and visibly improves resident care
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A tight-knit, high-trust team culture
Please note: This is a 100% on-site role in Lincolnwood, IL with no remote or hybrid option.