Remote Care Advocate & Coordinator

Fabric; United States; Remote; USD 35,000 - 45,000; Full time

Job summary

Fabric seeks a Care Advocate Coordinator I to support patients and members via remote calls and emails. You will identify issues, guide them through our app, and coordinate with clinical teams to resolve cases while maintaining privacy and accuracy.

You will use AI tools to search knowledge articles, summarize histories, and draft responses, with strict verification before sending to patients. This is an entry-level role with growth into healthcare.

Qualifications

• 1+ 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 the patience to walk others through them.
• Comfort using AI tools to look up information and draft responses, with the judgment to verify what they produce.
• Evidence of high-quality service in past roles, such as QA audit scores, satisfaction survey results, or recognition from customers or managers.
• The ability to work independently in a fast-paced environment once trained.
• A quiet, private workspace and reliable high-speed internet, so patient conversations stay confidential.

Responsibilities

• Answer inbound calls and emails from patients and members, and make outbound follow-up calls, in a fast-paced contact center.
• Listen closely and ask follow-up questions to find the real issue behind each call, not only the first thing a person mentions.
• Walk patients through our app on iPhone and Android in plain language when they get stuck.
• De-escalate frustrated or upset callers with patience and empathy, and turn a bad experience into a resolved one.
• Recognize when a concern needs a clinician, and route it to the right internal clinical resource quickly and with complete context.
• Coordinate with our providers and internal teams until every open need is addressed, then close the loop with the patient.
• Review each person's history, visits, and next steps across several systems before you respond, so no one has to repeat their story.
• Document every interaction accurately and completely in Zendesk.
• Protect patient privacy in every conversation, following HIPAA requirements for verifying identity and handling protected health information.
• Meet the quality bar we measure through QA audits, member satisfaction surveys, and documentation reviews.
• Use approved AI tools to search knowledge articles, summarize case history, and draft clear replies, and review every output for accuracy before it reaches a patient.
• Flag recurring problems you hear on calls so our operations and product teams can fix the cause.

Skills

Healthcare experience

Customer service

Clear communication

Active listening

Multitasking

Independent work

Calm under pressure

AI tool usage

Tech-savvy with apps

Education

High school diploma or GED

Tools

Zendesk

Salesforce

Job description

Fabric seeks a Care Advocate Coordinator I to support patients and members via remote calls and emails. You will identify issues, guide them through our app, and coordinate with clinical teams to resolve cases while maintaining privacy and accuracy.

You will use AI tools to search knowledge articles, summarize histories, and draft responses, with strict verification before sending to patients. This is an entry-level role with growth into healthcare.