Customer Care Advocate

Customer Care Advocate

This role offers the opportunity to support customers through meaningful interactions while contributing to better healthcare experiences. As a Customer Care Advocate, you will serve as a trusted point of contact, helping customers resolve issues across voice, chat, SMS, email, and digital channels. The position combines empathy, problem-solving, technology adoption, and operational excellence to deliver high-quality customer outcomes. You will leverage AI-enabled tools, customer insights, and digital workflows to improve efficiency while applying human judgment in complex situations. Working in a fast-paced and evolving environment, you will help shape the future of customer support through innovation and continuous improvement. This role is ideal for a customer-focused professional who enjoys learning new technologies, solving challenges, and making a positive impact.

Accountabilities

• Serve as the primary contact for customer inquiries across voice, chat, SMS, email, and other digital communication channels.
• Resolve customer concerns with empathy, professionalism, and sound judgment while prioritizing first-contact resolution.
• Take ownership of customer issues from initial contact through resolution, ensuring timely follow-up and clear communication.
• Manage complex or sensitive customer situations while balancing customer needs, compliance requirements, and business priorities.
• Recognize escalation needs and collaborate with internal teams to achieve successful customer outcomes.
• Deliver consistent and personalized customer experiences across multiple engagement platforms.
• Guide customers toward self-service resources and digital solutions when appropriate.
• Maintain accurate documentation across systems while ensuring compliance with established processes and requirements.
• Effectively use AI-enabled tools, knowledge platforms, and workflow technologies to improve productivity and service quality.
• Review and validate AI-generated recommendations using critical thinking and established guidelines.
• Identify opportunities to improve customer processes, workflows, automation, and technology adoption.
• Use customer feedback, performance metrics, and operational data to support continuous improvement.
• Participate in testing, pilots, and initiatives designed to enhance customer experiences and team effectiveness.

Requirements:

• High school diploma or equivalent required.
• 2+ years of experience in customer service, customer support, customer success, healthcare support, or a related field.
• Experience managing customer interactions across multiple channels, including phone, chat, email, SMS, or digital platforms.
• Ability to effectively use AI-enabled tools and digital technologies to improve customer outcomes.
• Comfortable working with multiple systems and platforms simultaneously.
• Strong written and verbal communication skills with the ability to adapt messaging to different audiences.
• Demonstrated critical thinking, independent decision-making, and problem-solving skills.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Strong customer advocacy mindset with a commitment to ownership and service excellence.
• Ability to work effectively in a fast-paced environment with evolving processes and priorities.
• Experience with CRM, case management, or customer support platforms preferred.
• Experience working in healthcare or another regulated industry preferred.
• Associate's or Bachelor's degree preferred.
• Experience with automation tools, AI solutions, process improvement, or operational excellence initiatives is a plus.

Benefits:

• Estimated pay range of $20.60 - $25.75 per hour, depending on experience, skills, knowledge, and work location.
• Fully remote work opportunity within the United States.
• Opportunity to contribute to innovative healthcare solutions that improve patient experiences.
• Professional growth and career development opportunities.
• Exposure to emerging AI tools and digital customer engagement technologies.
• Inclusive and collaborative work environment focused on innovation and continuous improvement.
• Opportunities to develop skills in customer experience, technology adoption, and healthcare support.
• Employee-focused culture centered on purpose, growth, and meaningful impact.