[Hiring] Care Advocate Coordinator I @Fabric

Role Description

Patients and members contact Fabric when something is not working or they are not sure what to do next. 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.

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.

Requirements

• 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.
• 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.
• Recognize when a concern needs a clinician, and route it to the right internal clinical resource quickly.
• Coordinate with our providers and internal teams until every open need is addressed.
• Review each person's history, visits, and next steps across several systems before responding.
• Document every interaction accurately and completely in Zendesk.
• Protect patient privacy in every conversation, following HIPAA requirements.
• Meet the quality bar we measure through QA audits, member satisfaction surveys, and documentation reviews.
• Flag recurring problems you hear on calls for our operations and product teams.

Benefits

• 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.
• 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.