This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

As a Care Advisor I, you will serve as the operational backbone of the patient journey. This is a hybrid role that blends high-touch customer support with rigorous backend operations. You will be the human voice and heart of our service, supporting patients and healthcare advocates via phone, email, and chat.

Your goal is to move members through complex healthcare and screening processes efficiently while ensuring they feel heard and understood. You aren’t just answering questions; you are orchestrating a seamless workflow between clinical teams, advocates, and patients to ensure world-class outcomes.

• Omnichannel Support: Resolve inquiries to complete satisfaction via phone, email, and chat, acting as the primary point of contact for members throughout their journey.
• Operational Execution: Manage the backend tasks required to move members through healthcare processes, including appointment confirmations, medical information retrieval, and troubleshooting.
• Relationship Management: Build strong, empathetic bonds with clients and advocates, navigating tough conversations with grace and a solution-oriented mindset.
• Process Improvement: Identify bottlenecks or "friction points" in the customer journey and collaborate with leadership to implement automation or workflow optimizations.
• Technical Troubleshooting: Act as a natural troubleshooter, guiding users through basic browser, mobile app, or connectivity issues related to the platform.
• Data & Feedback: Meticulously document all interactions in the CRM and track feedback to help our partners build a world-class experience.
• Liaison & Coordination: Facilitate quick resolutions for site-specific issues and ensure seamless handoffs between clinical teams and advocates.

Qualifications

• 1–3 years of experience in customer service, healthcare advocacy, or BPO operations.
• Empathy as a Superpower: You thrive on helping people from all walks of life and are comfortable forming quick bonds with clients, even when they are upset or stressed.
• Technical Fluency: You are a quick learner with computers, CRM systems (like Salesforce or Zendesk), and digital communication tools.
• Operational Curiosity: You don’t just follow a script; you want to understand the "why" behind the process and suggest better ways to get things done.
• Reliability: You are disciplined in a remote environment, detail-oriented, and able to manage multiple priorities in a fast-paced "startup" atmosphere.
• Mission-Driven: A genuine passion for healthy living and a desire to help people navigate the complexities of the healthcare system.

Requirements

• Enjoy the flexibility of a 100% remote role with the support of an established, connected team.
• Ability to work full-time including evenings and weekends.
• High school diploma or equivalent.
• Must have a high-speed, stable internet connection with a router capable of a wired (plug-in) connection and speeds of 100 Mbps download and 20 Mbps upload.
• A dedicated, distraction-free home office space.
• Must be based in Douglas (Roseburg) or Josephine (Grants Pass) Counties in Oregon.

Benefits

• Competitive Pay: $17 per hour based on experience.
• Health & Wellness: Comprehensive Medical, Dental, and Vision insurance plans.
• Time Off: Paid Time Off (PTO) and paid holidays.
• Recognition & Rewards: Monthly and quarterly performance awards for those who consistently exceed KPIs and deliver exceptional care.
• Employee Referral Program: Earn potential significant bonuses for bringing top-tier talent into the Ardent Outsourcing Services family.
• Growth: Access to continuous coaching, professional development, and a culture that emphasizes learning from mistakes.
• Paid Training Program: A robust onboarding experience to set you up for success with our systems and platforms.