Care Advocate I

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to incoming calls and emails from patients and members, and conduct outbound follow-up calls.

• Actively listen and pose follow-up questions to uncover the root issue.

• Guide patients through the Fabric app on both iPhone and Android devices.

• De-escalate calls from frustrated or upset individuals.

• Identify concerns that require clinician involvement and direct them to the suitable internal clinical resource.

• Collaborate with providers and internal teams until all open needs are resolved.

• Review patient histories, appointments, and upcoming steps across multiple systems.

• Accurately document every interaction in Zendesk.

• Ensure patient privacy by adhering to HIPAA regulations.

• Meet quality benchmarks assessed through QA audits, member satisfaction surveys, and documentation reviews.

• Utilize approved AI tools to search knowledge articles, summarize case histories, and draft responses; verify outputs for accuracy.

• Report recurring issues to operations and product teams.

⛳️ Requirements

• Minimum of 1 year experience in healthcare, customer service, call center, or front desk/receptionist roles.

• High school diploma or GED is required.

• Availability to work full-time (40 hours per week), including at least one consistent weekend day each week.

• Excellent communication skills, both verbal and written, especially when interacting with individuals who may be stressed or upset.

• Ability to navigate multiple computer systems simultaneously while listening and taking accurate notes.

• Familiarity with iPhone and Android applications, along with the patience to guide others through their use.

• Proficiency in using AI tools for information retrieval and response drafting, with the discernment to validate the output.

• Demonstrated record of high-quality service in previous positions, such as QA audit scores, satisfaction survey results, or accolades from customers or supervisors.

• Capability to work autonomously in a fast-paced environment after training.

• A quiet, private workspace and dependable high-speed internet connection.

• Familiarity with Electronic Health Record (EHR) or Electronic Medical Record (EMR) systems is advantageous.

• Experience with a CRM or ticketing platform like Zendesk or Salesforce is beneficial.

• Background in telehealth, virtual care, or health plan member services is a plus.

• Knowledge of medical terminology, prescriptions, or pharmacy workflows is an added advantage.

🏝️ Benefits

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Unlimited paid time off (PTO).

• 401(k) retirement plan.

• Stock options available.

• Performance bonuses.

• Flexible remote work arrangement.

• Full-time schedule (40 hours per week).