Virtual Care Advocacy, Tier 1 (January Cohort)
Core
Front-line support advocate serving as the first point of contact for members to navigate the virtual care app, answer healthcare questions, and connect them to appropriate services.
Role type
Tier 1 Virtual Care Advocate (Customer Support)
Builds
Seamless member experience for virtual care users via phone and messaging channels
Domain
Healthcare / Virtual Care Operations
Deliverable
client delivery
Required skills
Customer service, healthcare operations, phone and chat support, de-escalation, problem-solving, documentation, HIPAA compliance, web-based systems proficiency
Preferred skills
Familiarity with VoIP systems, case management tools, CRM software
Technologies
Care App, Athena, Hub, CXone, Google apps, CRM software
Responsibilities
Handle inbound calls and messaging to resolve routine virtual-care issues end-to-end; Gather member details and document interactions accurately in required systems; Escalate complex cases to downstream teams (Technical Support, Quality, Imaging, Referrals) with clear descriptions; Flag recurring issues and workflow gaps to supervisors; Maintain confidentiality and follow HIPAA guidelines.
Seniority
Individual Contributor, Tier 1