Healthcare Concierge, Care Partner at Yalent in Panama, Panama

Company: AllCare.ai | Healthcare Concierge (Care Partner) | Remote (Panama-based)

The Mission

AllCare.ai is an AI-powered healthcare delivery platform that acts as the easy button for Assisted Living operators. We combine advanced artificial intelligence with compassionate onsite care to eliminate the logistical chaos of senior living healthcare. Instead of operators coordinating appointments, transport, and vendors, our technology and field teams bring the entire clinic directly to the resident's doorstep. We don't just coordinate care — we deliver care.

The Growth

We are in a phase of exponential expansion driven by urgent market demand. Today, we support care delivery for over 5,000 residents across California, and we have been doubling our resident base every three months. We're building a remote Healthcare Concierge team in Egypt and Panama to serve as the relationship backbone of our business as we scale.

The Opportunity

This role is for a pharmacist who believes customer service is a craft — not a call queue. Internally, Healthcare Concierges at AllCare are called Care Partners — the single point of contact for every facility, resident, and family we serve.

You'll be assigned a portfolio of Assisted Living facilities in California and become their Care Partner: the one person they call when something matters, and the one person they hear from when we're getting ahead of a problem they didn't know they had yet. Every facility in AllCare's network gets a Primary and Secondary Care Partner. You'll be one or the other. Administrators, nurses, and families will know your name. You'll know their residents by name.

Your pharmacy background is core to this role — medication reconciliation, pharmacy coordination, and clinical judgment on drug-related questions run through your hands every day. This is not an inbound call center role. AI handles the first layer of inbound requests. Your day is built around outbound work — callbacks, follow-through, proactive check-ins, coordinating across AllCare's clinical, routing, and clinic teams to make sure nothing drops. You are the reason a facility trusts AllCare.

The Standard We Hold

Care Partners are judged on one question: did the customer feel cared for? A few principles define how the team shows up:

• Every facility has a name on it. You are assigned as Primary or Secondary from day one. There's no shared queue, no "someone will pick this up." Accountability is personal.
• The Primary owns it, always. If the Secondary can't close a task, it falls back to the Primary. Ownership doesn't diffuse across a team — it lives with you.
• Know your residents by name. Scale doesn't erase intimacy. A facility calling you should feel like they're calling someone who already knows their building.
• Don't pass the monkey. Whoever picks up a problem owns it until it's closed.

What This Looks Like Day-to-Day

• Own a portfolio of facilities. Serve as the named Primary or Secondary Care Partner for a set of California-based Assisted Living communities.
• Run the outbound workflow. Work through a daily queue of callbacks, follow-ups, confirmations, and proactive outreach tagged to your facilities.
• Medication reconciliation (AI-assisted). Review and reconcile medication records alongside AI tooling. Apply your pharmacy training to flag drug interactions, dosage concerns, and discrepancies to clinical teams.
• Census updates. Keep facility census data accurate and current across AllCare's systems.
• Schedule confirmation with facilities. Confirm provider schedules (Primary Care, Psych, Podiatry, Diagnostics) directly with facility contacts.
• Outbound pharmacy communication. Handle patient documents, delivery coordination, and cycle updates with pharmacy partners on behalf of facilities. Your pharmacy fluency is the edge here.
• Facility and family outreach. Follow up on tasks created by the AI Concierge, resolve open issues, and check in proactively with your administrators.
• Coordinate across AllCare. Work with Routing, Clinic, and the Launch Lead team to make sure every request lands somewhere and closes on time.
• Escalate with judgment. Know when to resolve, when to loop in your Lead, and when to pull in the Director.

Who This Is For

• Healthcare professionals who love patient-facing work. You chose a career in healthcare because you want to make a difference in people's care. You want to use your healthcare knowledge and training in a role where it shows up every day in conversations with real patients, families, and care teams.

• Customer-first operators. You believe a single phone call can make or break a relationship, and you take that seriously on every call.

• Strong communicators. Your written and spoken English is polished and warm. Administrators and families should hang up the phone with you feeling better than when they called.

• Process-minded. You follow playbooks, log details accurately, and don't drop tasks — ever.

• Accountable. You don't pass the monkey. If it's yours, it's yours until it's closed.

• On US time, fully. Your work calendar runs on the US Pacific week. You'll take time off when your facilities take time off — Thanksgiving, Christmas, Memorial Day, Labor Day, and the rest. This isn't a perk we bolted on; it's how the job works.

• Bachelor’s degree or technical degree in a healthcare-related field, such as Nursing, Pharmacy, Medical Technology, Health Sciences, Healthcare Administration, or a related clinical field.

• 2+ years of experience in healthcare, patient services, clinical operations, pharmacy, healthcare administration, medical customer service, or US-facing healthcare/BPO. New graduates in a healthcare-related field with strong English communication skills and a customer-first mindset will be considered.

• Fluent written and spoken English. Neutral accent preferred; clarity and warmth required.

• US holiday calendar. This team observes US federal holidays, not Egyptian holidays. You'll work on Egyptian public holidays when they don't overlap with US ones, and you'll be off when the US is off (Thanksgiving, Christmas Eve/Day, New Year's Day, 4th of July, Memorial Day, Labor Day, and similar).

• Strong comfort with modern tools — CRM, task management, communication platforms — and an AI-forward mindset. Care Partners work alongside AI daily.

• Detail-oriented, process-disciplined, and calm under pressure.

• Stable home internet, quiet workspace, and a dedicated laptop setup suitable for remote voice work.

• Based in Panama with valid work authorization.

Nice to Have

• Prior experience serving US clients (healthcare BPO, medical tourism, telehealth).

• Familiarity with US pharmacy workflows, US drug brand names, and US insurance basics.

• Experience in a Primary/Secondary account coverage model or named-account service model.

• Base salary: $800-$1000 USD/month, plus monthly performance bonus tied to SLA adherence, customer satisfaction, and task resolution metrics.

• We are currently hiring for the following shift: 11AM–7PM EST

• US holiday calendar — you're off when your facilities are off (Thanksgiving, Christmas, Memorial Day, Labor Day, and more).

• paid time off.