The Healthcare Advocate, Bilingual plays a critical role in delivering a high-quality, patient-centered experience by serving as the frontline connection between members and the healthcare services they need. This role ensures every interaction is handled with accuracy, empathy, and compliance, directly impacting access to care, patient satisfaction, and overall service quality.
By consistently executing against performance standards and regulatory requirements, the Healthcare Advocate, Bilingual supports operational efficiency, strengthens client trust, and contributes to Carenet’s ability to deliver reliable, compliant, and compassionate healthcare support at scale.
Handle inbound and/or outbound calls related to healthcare services, benefits, scheduling, or member support.
Provide clear, accurate, and empathetic responses while maintaining professionalism in all interactions.
Follow established call scripts, workflows, and escalation procedures to ensure consistency and compliance.
Accurately capture, update, and maintain patient or member information in required systems.
Identify and escalate complex or sensitive issues according to defined guidelines.
Maintain strict adherence to attendance, schedule, and productivity expectations.
Participate in coaching sessions, team meetings, quality calibrations, and training programs.
Safeguard patient and company information by maintaining strict confidentiality and compliance standards.
Support operational initiatives aimed at improving service quality, efficiency, and patient experience.
Continuously build knowledge of healthcare processes, terminology, and program requirements.
High school diploma or equivalent required; college coursework preferred.
Zero to two years of experience in a call center, healthcare, or customer service environment preferred.
Strong verbal and written communication skills, including English proficiency; Spanish proficiency preferred where applicable.
Ability to follow detailed processes, scripts, and compliance requirements in a structured environment.
Basic computer proficiency with the ability to navigate multiple systems simultaneously.
Ability to handle sensitive and confidential information with professionalism and discretion.
Willingness and ability to learn healthcare terminology, systems, and workflows.
Strong attention to detail, reliability, and ability to perform in a fast-paced, performance-driven environment.
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