Customer Care Advocate I

About the role

The Customer Care Advocate I provides high‑quality, accurate resolutions to inbound customer inquiries across phone, email, and chat. This entry‑level position focuses on troubleshooting, delivering proactive solutions, and maintaining strong customer satisfaction while adhering to HIPAA and healthcare data security standards.

Key responsibilities

• Handle a high volume of inbound calls and digital inquiries, responding promptly and accurately.
• Identify root causes of issues using critical thinking and effective troubleshooting.
• Document detailed records of interactions, transactions, and complaints for tracking.
• Collaborate with team members and leadership to resolve complex or recurring issues.
• Follow schedules, workforce management guidance, and operational protocols while balancing queue health.
• Meet or exceed performance metrics such as customer satisfaction, resolution time, and quality benchmarks.
• Contribute ideas for process and tool improvements and participate in ongoing training.

Required profile

• Strong communication skills with a positive, empathetic, and professional attitude.
• Ability to remain calm, resourceful, and empathetic under pressure.
• Demonstrated troubleshooting capability and independent problem‑solving.
• Experience or familiarity with U.S. healthcare or healthcare billing is highly desired.

Required skills

What we offer

• Opportunities for continuous skill development and certification.
• A collaborative team environment focused on operational excellence.