Care Advisor I

Job description

About Ardent At Ardent, we believe that the "product" in the BPO industry is our people and their time. We partner with mission-driven healthcare organizations to bridge the health literacy gap in the U.S. healthcare system. Our mission is to cut through the red tape of healthcare by pairing patients with expert advocates, ensuring they have the tools to make better decisions and achieve better outcomes. We are a high-growth, intense, and heart-led team. Ardent isn’t a place to coast; it’s a place to redefine the patient experience through urgency, precision, and empathy. About the Role 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 handle escalated patient inquiries that require thoughtful problem-solving and relationship management. This role focuses on addressing complex patient concerns, processing sensitive requests, and preserving patient relationships during challenging interactions. You aren’t just answering questions; you are orchestrating a seamless workflow between clinical teams, advocates, and patients to ensure world-class outcomes. Key Responsibilities 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. What You Bring to the Table Experience: 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 & Work Environment Remote Work-Home: Enjoy the flexibility of a 100% remote role with the support of an established, connected team. Work Hours: Ability to work full-time including evenings and weekends Education: High school diploma or equivalent. Internet: 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. Workspace: A dedicated, distraction-free home office space. Location: Must be based in Douglas (Roseburg), Josephine (Grants Pass), Jackson (Medford), or Coos (Coos Bay) Counties in Oregon. Perks and Benefits 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. Up for the challenge? We’re looking for someone with heart, grit, and a "get it done" mentality. If you’re ready to do the best work of your life, we look forward to meeting you. This job description is intended to convey the general nature and scope of the role. Responsibilities may evolve based on business need. Ardent is an equal opportunity employer.