Customer Care Advocate I

About the role

The Customer Care Advocate I provides high-quality, accurate resolutions to customers in the healthcare sector. The role focuses on troubleshooting issues, delivering proactive solutions, and ensuring customer satisfaction while adhering to company policies and HIPAA regulations.

Key responsibilities

• Handle a high volume of inbound calls, emails, and chat inquiries, providing timely and accurate responses.
• Identify root causes of issues using critical thinking and resolve them efficiently.
• Document detailed records of interactions, transactions, and complaints for effective tracking.
• Collaborate with team members and leadership to address 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 standards.
• Contribute to continuous improvement by suggesting process and tool enhancements.
• Maintain strict adherence to HIPAA and healthcare data security regulations.

Required profile

• Experience in U.S. healthcare or healthcare billing is highly desired.
• Proven ability to troubleshoot and resolve technical issues independently.
• Calm, resourceful, and empathetic demeanor under pressure.
• Strong communication skills for phone, email, and chat interactions.

Required skills

• HIPAA compliance knowledge.
• Understanding of U.S. healthcare billing processes.