Overview
The Healthcare Advocate serves as the frontline of Carenet’s member and patient experience, ensuring every interaction is handled with accuracy, empathy, and compliance. This role is critical in delivering high-quality healthcare support that improves access to care, strengthens member satisfaction, and reinforces trust in Carenet’s services.
By consistently executing service expectations and adhering to regulatory and client requirements, the Healthcare Advocate directly supports operational performance, service quality, and brand reputation. The role also contributes to continuous improvement by accurately documenting interactions, identifying issues early, and participating in coaching and quality programs that enhance overall service delivery.
Responsibilities
Responsibilities and Duties
- Handle inbound and outbound calls related to healthcare services, benefits, scheduling, and member support
- Provide accurate information and guidance while demonstrating empathy and professionalism
- Follow approved scripts, workflows, and escalation procedures
- Document member or patient interactions accurately and completely in required systems
- Identify and escalate issues that require additional support or resolution
- Maintain adherence to schedules, attendance policies, and break requirements
- Participate in coaching sessions, quality reviews, and team meetings
- Support operational initiatives aimed at improving service quality and member experience
- Stay current on healthcare processes, systems, and compliance requirements
- Maintain confidentiality of all sensitive member and organizational information
Qualifications
- High school diploma or equivalent required; college coursework preferred
- Minimum of 0–2 years of experience in a call center, healthcare, or customer service environment preferred
- Strong verbal and written communication skills with a strong patient- and service-focused mindset
- Ability to follow structured processes, scripts, and compliance requirements consistently
- Basic computer literacy and ability to navigate multiple systems simultaneously
- Strong attention to detail and ability to accurately document information
- Ability to handle sensitive information with professionalism and discretion
- Willingness to learn healthcare terminology, systems, and workflows
- Ability to perform effectively in a fast-paced, metrics-driven environment
