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Job Overview
Location
California, USA
Job Type
Full-time
Category
Customer Success Manager
Date Posted
October 6, 2025
Full Job Description
đź“‹ Description
- • Be the first voice of hope for patients navigating serious illness. As Vynca’s Patient Engagement Specialist (internal title: Outreach Specialist), you will initiate warm, evidence-based conversations with individuals who may benefit from palliative care, guiding them toward more quality days at home.
- • Own a targeted outreach list and conduct 60–80 compassionate telephonic touches per day, blending scripted messaging with motivational-interviewing techniques to uncover patient goals, address fears, and explain how VyncaCare’s interdisciplinary team can add life to days.
- • Serve as a trusted bridge between patients, families, physician practices, and community referral sources—fielding inbound calls, texts, and emails, then seamlessly routing each inquiry to clinical staff, schedulers, or social-work resources so no question goes unanswered.
- • Drive census growth by tracking every interaction in Salesforce and our EHR, flagging high-value referral patterns, and feeding real-time insights to market and business-development leaders so outreach strategies evolve faster than the disease progression we aim to ease.
- • Educate patients and caregivers on the difference between curative and palliative approaches, using plain language and teach-back methods to ensure comprehension, while always honoring cultural, linguistic, and spiritual preferences.
- • Cultivate durable relationships with skilled-nursing facilities, home-health agencies, hospital discharge planners, and hospice partners through scheduled check-ins, lunch-and-learns, and co-branded collateral—turning passive referral sources into active champions for VyncaCare.
- • Maintain HIPAA-compliant documentation within 15 minutes of each contact, capturing social determinants of health, advance-care-planning wishes, and next-step commitments so downstream clinicians can personalize every subsequent encounter.
- • Participate in daily 15-minute huddles and weekly root-cause analyses to refine call scripts, reduce outreach fatigue, and celebrate wins—whether that means a first-time palliative-care acceptance or a daughter’s tearful thank-you for helping her father stay home.
- • Champion continuous improvement by A/B-testing subject lines, call times, and voicemail scripts, then presenting data-driven recommendations to leadership that could lift conversion rates by double digits.
- • Model Vynca’s core values—Excellence, Compassion, Curiosity, Integrity—in every interaction, ensuring patients feel seen, heard, and valued even when they choose not to enroll.
- • Collaborate cross-functionally with clinical educators to develop Spanish-language materials and culturally tailored outreach campaigns, expanding access to underserved populations across California and beyond.
🎯 Requirements
- • 2+ years of healthcare experience (call-center, medical practice, or home-health setting strongly preferred)
- • 1+ year of telephonic customer service with proven ability to meet or exceed daily contact and conversion KPIs
- • Proficiency with Microsoft Office, Google Workspace, and at least one major EHR or CRM platform (Salesforce a plus)
- • Demonstrated skill in motivational interviewing, active listening, and conflict resolution
- • Bilingual English/Spanish highly preferred
🏖️ Benefits
- • Monday–Friday 8:30 am–5 pm Pacific schedule with overtime opportunities—no nights, weekends, or major holidays
- • Fully remote role with company-provided laptop, headset, and monthly internet stipend
- • Comprehensive medical, dental, and vision coverage starting day one
- • 401(k) with immediate vesting and employer match, plus generous PTO and paid volunteer days
Skills & Technologies
Onsite
Remote
About Vynca
VyncaCare is a healthcare services and technology company focused on serious illness management. They work with healthcare providers, health plans, and risk-bearing organizations to deliver palliative care, advance care planning, care coordination, symptom management, and supportive care services. Their model combines virtual and in-person care, with interdisciplinary teams who help patients and families facing complex, chronic, or life-limiting illnesses. They aim to improve quality of life, reduce unnecessary hospital visits, and make serious illness care more accessible, especially at home.
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