Care Advocate I

Fabric•United States,

6d•$35,000 - $45,000•Remote

About The Position

Care Advocate I is an entry-level, full-time remote position in a 24/7 contact center supporting patients and members. The role handles calls and emails, investigates the underlying issue, resolves it when possible, or coordinates with the appropriate clinical team and follows the case through to closure. The position requires sound judgment, empathy, and follow-through rather than relying solely on scripts. Care Advocates support people with issues such as account access, prescriptions, and questions about care. They review histories and next steps across multiple systems, document interactions in Zendesk, and protect protected health information in accordance with HIPAA. They also use approved AI tools to search knowledge articles, summarize case histories, and draft responses, checking all generated content for accuracy before it reaches a patient. The position is remote and requires 40 hours per week, including at least one consistent weekend day each week. Candidates must have a quiet, private workspace and reliable high-speed internet. The national pay range is $35,000–$45,000 per year. Certain roles may also be eligible for a benefits package that includes medical, dental, and vision coverage, unlimited PTO, a 401(k) plan, stock options, and bonuses.

Requirements

At least one year of experience in healthcare, customer service, a call center, or a front desk or receptionist role.
High school diploma or GED.
Availability to work full time (40 hours per week), including at least one consistent weekend day each week.
Clear, friendly communication by phone and in writing, including with people who are stressed or upset.
Comfort using several computer systems at once while listening and taking accurate notes.
Working knowledge of iPhone and Android apps and patience in guiding others through them.
Comfort using AI tools to look up information and draft responses, with the judgment to verify their output.
Evidence of high-quality service in past roles, such as QA audit scores, satisfaction survey results, or recognition from customers or managers.
Ability to work independently in a fast-paced environment once trained.
A quiet, private workspace and reliable high-speed internet to keep patient conversations confidential.

Nice To Haves

Experience with an Electronic Health Record (EHR) or Electronic Medical Record (EMR) system.
Experience with a CRM or ticketing platform such as Zendesk or Salesforce.
Experience in telehealth, virtual care, or health plan member services.
Familiarity with medical terminology, prescriptions, or pharmacy workflows.

Responsibilities

Answer inbound patient and member calls and emails, and make outbound follow-up calls in a fast-paced contact center.
Listen closely and ask follow-up questions to identify the underlying issue.
Guide patients through iPhone and Android apps in plain language.
De-escalate frustrated or upset callers with patience and empathy.
Recognize concerns that require clinical support and route them quickly to the appropriate internal clinical resource with complete context.
Coordinate with providers and internal teams until open needs are addressed, and close the loop with the patient.
Review a person's history, visits, and next steps across multiple systems before responding.
Document every interaction accurately and completely in Zendesk.
Protect patient privacy and follow HIPAA requirements for identity verification and handling protected health information.
Meet quality standards measured through QA audits, member satisfaction surveys, and documentation reviews.
Use approved AI tools to search knowledge articles, summarize case histories, and draft replies; review outputs for accuracy before they reach patients.
Flag recurring problems to operations and product teams so they can address underlying causes.