Remote Care Advocate Coordinator I

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Unlimited PTO

401(k) plan

Stock options

Bonuses

Job summary

Fabric Health is hiring a Care Advocate Coordinator I to support patients and members remotely. This entry-level, full-time role handles calls and emails, assists with issues, and collaborates with clinical staff to resolve cases while protecting patient privacy under HIPAA.

You’ll use approved AI tools to summarize histories and draft clear replies. You will work in a 24/7 contact center with at least one weekend day, verifying identity and documenting interactions in Zendesk.

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

Phone support

Email support

Active listening

Empathy

AI tools usage

Multi-system navigation

HIPAA awareness

Clear communication

Time management

Education

High school diploma or GED

Tools

Zendesk

Salesforce

Job description

Fabric Health is hiring a Care Advocate Coordinator I to support patients and members remotely. This entry-level, full-time role handles calls and emails, assists with issues, and collaborates with clinical staff to resolve cases while protecting patient privacy under HIPAA.

You’ll use approved AI tools to summarize histories and draft clear replies. You will work in a 24/7 contact center with at least one weekend day, verifying identity and documenting interactions in Zendesk.