Customer Care Advocate - Remote Work from Home

Customer Engagement Advocate (Care Advocate)

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.

Full Care Coordination: Guide members through their entire care journey, including assisting with provider selection and requesting medical records.

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.

Training includes 3 scored technical and operational assessments. Post-Training Attendance: We operate on an occurrence system. 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.

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.

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).

Bi-Monthly Payroll: