Customer Success Specialist (CHW/LPN)

About the Role

You are the first person a patient talks to at Mira Mace. Patients sign up and call us, or we call them shortly after they sign up. That first conversation sets the tone for everything that follows: you listen, learn about their health and what they're dealing with, explain how our services work and how Medicare covers them, and book their first visit with one of our doctors before you hang up.

This is a phone-first, patient-facing role for someone who is warm, clear, and knows how to talk with Medicare patients. It is non-clinical — you won't be giving medical advice — but your CHW or LPN background is what lets you understand what a patient is telling you, ask the right follow-up questions, and explain the next step in words they trust.

What You'll Do

* 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.

Who You Are

* 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).

Qualifications

Required

* 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.

Preferred

* 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

This is a remote, 1099 independent contractor role. We're looking for specialists who can commit at least 20 hours per week, with the opportunity to work up to 40, generally during core business hours (9:00 a.m.–7:00 p.m. ET, Monday–Friday). Patients call when they call, so consistent availability matters.

As an independent contractor, you are responsible for your own taxes, and this is not a benefitted role.

Rate

$20–$25 per hour, depending on experience, qualifications, licensure, availability, and language skills. Compensation covers approved service time, including patient calls, documentation, and required administrative communications.