Healthcare Advocate (Temporary)

Matrix Medical Network•UNAVAILABLE, UNAVAILABLE

8d•Remote

About The Position

The Healthcare Advocate is an entry-level outbound contact center role responsible for contacting health plan members and coordinating and assigning caregivers, clinicians, or healthcare resources to patients at the appropriate time and location to ensure timely delivery of care. Advocates work from assigned outreach lists, engage members through professional and compassionate communication, document call outcomes accurately, and support members in accessing appropriate healthcare services. This role is ideal for individuals with strong customer service skills, attention to detail, are results driven, and a desire to help members navigate their healthcare needs.

Requirements

High school diploma or GED required.
1–2 years of customer service, call center, healthcare support, or related experience.
Strong verbal and written communication skills.
Ability to build rapport and engage members over the phone.
Basic computer proficiency, including navigating multiple systems simultaneously.
Strong attention to detail and accurate documentation skills.
Ability to manage time effectively and work independently.
Reliable attendance and punctuality.

Nice To Haves

Previous contact center or outbound calling experience.
Experience scheduling appointments or working in a healthcare environment.
Knowledge of medical terminology or healthcare services.
Bilingual skills are a plus.

Responsibilities

Conduct outbound calls to members from assigned call lists.
Verify member information and establish rapport during outreach.
Educate members on the importance of follow-up care with their Primary Care Provider (PCP).
Assist members with scheduling PCP appointments and addressing scheduling barriers when possible.
Follow approved call guides, scripts, and workflows.
Accurately document all member interactions, outreach attempts, appointment details, and call outcomes in designated systems.
Update member records and apply appropriate dispositions based on call results.
Maintain productivity, quality, and compliance standards in a contact center environment.
Demonstrate empathy, professionalism, have the ability to manage resistance and a focus on member experience during all member interactions.
Collaborate with team members and leadership to support operational goals.
Adhere to HIPAA and all company confidentiality and compliance requirements.