About the Role

The Customer Care Advocate I is responsible for delivering high-quality, accurate resolutions to customers while adhering to stipulated policies and procedures. This role emphasizes troubleshooting issues, providing proactive solutions, and ensuring customer satisfaction. Successful representatives will leverage product knowledge, communication skills, and available tools to resolve inquiries efficiently, meet performance metrics, and contribute to a collaborative team environment. 

Your Area of Focus 

• Handle a high volume of inbound calls daily, ensuring timely and accurate responses to customer inquiries.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Respond promptly and accurately to customer inquiries, utilizing critical thinking skills to identify and address root causes of issues, demonstrating effective troubleshooting skills.
• Communicate effectively with customers through phone, email, and chat, asking targeted questions to gain a full understanding of their concerns and ensuring clarity and understanding. 
• Acknowledge and resolve customer inquiries by demonstrating active listening, understanding their concerns, and delivering tailored solutions that address their needs effectively.
• Document and maintain detailed records of customer interactions, transactions, comments, and complaints for effective issue tracking.
• Collaborate and communicate with team members and leadership to resolve complex or recurring issues and coordinate with colleagues as necessary.
• Consistently follows schedules, WFM guidance, and operational protocols while balancing customer needs and queue health.
• Meet or exceed established performance metrics, including customer satisfaction, resolution time, and quality benchmarks. 
• Ensure customer satisfaction and provide professional customer support.
• Contribute to a culture of continuous improvement by identifying and advocating for process and tool enhancements.
• Actively participate in ongoing training, certification programs, and skill development to continuously strengthen product knowledge, enhance customer service capabilities, and support operational excellence.
• Ensure strict adherence to HIPAA and healthcare data security regulations in all customer interactions and data handling.

Professional Qualifications

• U.S. healthcare and /or U.S. healthcare billing experience is highly desired.
• Demonstrated ability to troubleshoot and resolve technical issues independently and effectively.
• Proven ability to remain calm, resourceful, and empathetic under pressure or in challenging customer interactions.
• Strong verbal and written English communication skills, with a focus on clarity and customer understanding.
• High school diploma, general education degree, or equivalent.
• Proficiency in multitasking by handling multiple conversations, systems, and tasks simultaneously while maintaining high-quality performance.
• Typing speed and accuracy sufficient to capture detailed notes and engage in real-time communication with customers effectively.
• Strong soft skills, including active listening, adaptability, and the ability to understand and respond to customer emotions effectively, contribute to a positive customer experience.
• Proficiency in using customer support tools, ticketing systems, and software applications.
• Strong initiative and performance-driven, with a track record of meeting or exceeding performance metrics.
• Team player with the ability to collaborate effectively while maintaining individual accountability.
• Desirable:  Experience working in technical support or working with cloud-based software solutions. 
• Costa Rica: Ability to work from home required, must meet and maintain compliance with Occupational Health and Safety requirements and adhere to Work from Home Agreement. If unable to meet and maintain requirements, on-site office work will be required. U.S: Must adhere to Company Remote Work Policy.

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