[Hiring] Customer Success Specialist @Mira Mace

Role Description

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:

• Listen and learn about the patient's health and what they're dealing with.
• Explain how our services work and how Medicare covers them.
• 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.

Qualifications

• 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.

Requirements

• Answer calls from patients who just signed up, and call new signups back quickly.
• Lead with empathy: listen to what the patient is going through.
• 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

• This is a remote, 1099 independent contractor role.
• Commitment of at least 20 hours per week, with the opportunity to work up to 40 hours.
• Generally during core business hours (9:00 a.m.–7:00 p.m. ET, Monday–Friday).
• Compensation rate of $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.