Care Advocate - 255190 at Medix™ in Dallas, Texas

Customer Engagement Advocate (Care Advocate)

Location: Fully Onsite (2100 Ross Ave, Suite 1900, Dallas, TX 75201)

Position Type: Full-Time, Hourly

Compensation: Competitive Hourly Rate + Monthly Performance Bonus ($500-$1,000)

Dress Code: Business Casual

Position Overview: As a Customer Engagement Advocate (CEA), you will create a concierge-level experience for members navigating scheduling their surgeries. You are the face of the organization, building high-quality relationships, educating members on our Surgery offerings, and clearly articulating their benefits. This role combines compassionate care coordination with active engagement-selling the value of our services to ensure members feel supported, valued, and empowered.

Key Responsibilities

• Member Engagement & Education: Connect with new and existing members to introduce their surgery benefits, answer complex questions, and promote participation incentives.
• Full Care Coordination: Guide members through their entire care journey, including assisting with provider selection and requesting medical records.
• Logistics Management: Coordinate patient appointments and arrange comprehensive travel accommodations (flights, hotels, car rentals).
• Case Management: Efficiently juggle multiple member profiles at once (building up to a baseline average of 90 active cases over time) while maintaining regular, guideline-driven touchpoints.
• Data Integrity & Compliance: Log detailed communications accurately within our CRM platform while handling highly sensitive Personal Protected Information (PPI) under strict compliance guidelines.

Shift Availability & Schedule: To support our members nationwide, all hires must be available to work an 8-hour shift between the hours of 7:00 AM and 8:00 PM.

• Shift Assignments: Final shifts are assigned during the 3rd or 4th week of employment. Shifts are designed to remain permanent for 6 months to a year.
• Standard Shifts Range From: 7:00 AM - 4:00 PM up to 11:00 AM - 8:00 PM.
• The "Alaska Shift": Once per month, you will be scheduled for a rotating 1:00 PM - 10:00 PM shift. You will receive this schedule a month in advance, have the flexibility to swap days with peers, and can work this specific shift from home.

Training, Onboarding, & Attendance Expectations: We invest heavily in your success through a structured 6-week paid ramp period (4 weeks of classroom training followed by 2 weeks in our "Hub Zero" nesting environment).

• Strict Attendance Policy: Due to the fast-paced and comprehensive nature of our training, zero absences are permitted during the first 6 weeks.
• Rigorous Assessments: Training includes 3 scored technical and operational assessments. Diligent studying is required to pass these exams and move forward in the role.
• Post-Training Attendance: We operate on an occurrence system. A maximum of 4 total occurrences are allowed within your first 4 months before a termination review. (Late under an hour = 0.25; Late over an hour/Half-day missed = 0.5; Full day missed = 1.0).

Hybrid Flexibility (Performance-Based): While this role begins as 100% onsite to foster teamwork and mastery of skills, you can unlock remote flexibility over time:

• 9-Month Mark: Eligible to apply for hybrid consideration based on performance metrics.
• The Path to Remote: Approved applicants can transition to 1 day remote (Fridays), with the opportunity to earn a 2nd remote day by hitting key performance metrics 3 months in a row.

What We Are Looking For (Qualifications & Soft Skills)

• Lead with Empathy: Deeply empathetic approach with a natural instinct to comfort and support individuals going through stressful medical situations.
• Elite Communication: Exceptional phone presence paired with professional, grammatically strong written communication skills.
• Thrive Under Pressure: Ability to react calmly, manage time effectively, and multi-task efficiently in a fast-paced environment.
• Pre-Employment Evaluations: Candidates must successfully complete our standard screening assessments (including Criteria Corp gameplay/EPP testing) and a multi-stage interview process.

Compensation, Bonus, & Benefits

• Competitive Hourly Wage: Determined objectively via an internal wage scoring system
• Performance Incentives: Eligible for monthly bonuses ranging from $500 to $1,000 starting 2-3 months after hire (first payout around month 4). This structure is tiered across multiple categories (case-to-consult conversion, speed of scheduling, audit success, quality), meaning you are still rewarded for areas where you excel even if you miss a metric in another.
• Commuter Stipend: $150 per month loaded onto a commuter benefits card to cover garage or local parking (initial month is fully reimbursed up to $150).
• Paid Time Off: 16 days of PTO in your first year, scaling up to 18 days in year two, plus an additional 1-2 days added for every subsequent year of tenure.
• Bi-Monthly Payroll: Paid twice per month (on the 15th and the last day of the month).