Care Advocate - 255190

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).