As the Care Advisor for CareScout Services, you will play a critical role in the execution of CareScout Services strategic initiatives and external-facing activities. This role is focused on creating meaningful, empathetic connections with families looking for care, understanding their unique needs and helping them find the best solutions for their situation. This is an excellent opportunity to work collaboratively as part of a high-impact, mission-critical team while assuming additional responsibilities to expand knowledge and skills. Meet or exceed targets, KPIs and conversion metrics while maintaining a customer-first approach to all activities Proactively follow up with leads and prospects, tracking interactions in our CRM system to ensure timely and effective communication Conduct research and analysis to quantify business opportunities and issues and develop formal recommendations for presentation to management Use active listening skills to uncover customers’ needs and recommend tailored products or services that best align with their requirements Match needs with appropriate care options based on the provider’s services, availability and rates, including analysis of provider information to support informed client decision-making Initiate and respond to inbound and outbound inquiries with genuine empathy, focusing on customers’ pain points and goals Establish trust by creating personalized, consultative conversations that show understanding, respect and care for the customers’ journey Address customer questions, concerns or objections in a thoughtful, clear and kind manner to ensure a positive experience, even during challenging conversations Prepare, quality review and send information on care services, providers and other educational material Contact home care agencies, assisted living facilities and other care service providers via phone to secure offers for customers Support pilots and implementation of new product and service offerings, including ownership of ideation, effort and reporting Collaborate with network management, marketing, sales and product teams to enhance customer service and brand awareness to customers, including managing data to supply insights Lead and participate in strategic projects to drive process efficiencies, build scale and inspire excellence Other duties as assigned by the manager that support business needs, changes, and new initiatives