About the Role
Patients and members contact Fabric when something is not working or they are not sure what to do next. It might be an account they cannot get into, a prescription that has not arrived, or a question about their care. As a Care Advocate Coordinator I, you take their calls and emails, work out what is actually going on, and either resolve it in that conversation or bring in the right person on our clinical team and stay with the case until it is closed.
This is an entry-level role and a first step into healthcare. It asks for judgment and follow-through, not script-reading.
The position is remote and full time (40 hours a week) in a contact center that supports care 24/7, so your schedule includes at least one consistent weekend day each week. Every conversation involves protected health information, and HIPAA shapes how you verify identity, document, and share information every day. You also use approved AI tools to find answers, summarize long case histories, and draft clear replies, and you check every output before it reaches a patient.
What You'll Do
As our Care Advocate Coordinator I, your primary responsibilities include:
Patient and Member Support:
- 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.
Care Coordination and Escalation:
- 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.
Quality, Documentation, and Compliance:
- 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.
Why You Might Be a Good Fit
- You have spent at least a year helping people over the phone, at a front desk, or in a healthcare setting, and the best part of your day was solving their problem.
- You stay calm when a caller is upset, and you can hear the worry behind the frustration.
- You care about getting it right for the person on the other end, and you follow through until the issue is actually resolved.
- You can listen, search two systems, and take clean notes at the same time without losing the thread.
- You explain things clearly, whether on the phone, in an email, or while walking someone through an app.
- You want a first step into healthcare that builds real skills, and you are curious about how care gets delivered.
- You already use AI tools to find answers faster, and you double-check what they tell you.
This Might Not Be The Right Fit If...
- You prefer a role with a fixed script and little room for judgment.
- You cannot commit to a full-time schedule that includes at least one consistent weekend day every week.
- You find back-to-back calls and switching between several systems draining rather than energizing.
- You would rather hand a hard problem to someone else than stay with it until it is solved.
- You see documentation and privacy rules as busywork rather than part of caring for patients.
Your 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.
Bonus Points
- Experience with an Electronic Health Record (EHR) or Electronic Medical Record (EMR) system.
- Experience with a CRM or ticketing platform such as Zendesk or Salesforce.
- Experience in telehealth, virtual care, or health plan member services.
- Familiarity with medical terminology, prescriptions, or pharmacy workflows.
The national pay range for this role is $35,000.00 – $45,000.00 per year. Actual compensation will be determined by factors such as the candidate's geographic market, experience, skills, and qualifications. Certain roles may also be eligible for additional compensation, including a comprehensive benefits package such as medical, dental, vision, unlimited PTO, and a 401(k) plan, stock options and bonuses. If your compensation requirement is greater than our posted range, please still consider applying; a determination can be made based on unique qualifications. Expected compensation ranges for this role may change over time.
— Sarah J.
·
Marketing Manager
★★★★★
Verified
