Customer Care Associate

At Health Advocate, we’re dedicated to helping individuals navigate the healthcare system with clarity and confidence. If you’re someone who values clear communication, accurate information, and consistent follow-through, this role is an opportunity to make a real difference. 

As a Customer Care Associate, you’ll support members by answering incoming calls, resolving healthcare-related questions, and coordinating follow-up. You’ll be part of a team focused on service, accuracy, and outcomes—helping people get the answers they need in a system that can often feel overwhelming. 

What You’ll Do: Your Roadmap to Impact 

In this role, you’ll serve as a frontline contact, providing efficient, high-quality support to members: 

• Provide Direct Support: Handle incoming calls, explain healthcare benefits, services, and provider options clearly. 
• Resolve Member Issues: Identify needs, research information, and determine appropriate next steps or referrals. 
• Coordinate Follow-Up: Make outbound calls as needed to complete research or deliver updates. 
• Maintain Accurate Records: Collect and update member demographic data in the system. 
• Ensure Compliance: Follow company procedures and healthcare regulations, including HIPAA and COBRA guidelines. 
• Collaborate Across Teams: Transfer inquiries to the appropriate internal/external contacts when needed. 

Who Thrives in This Role?

Our most successful Customer Care Associates are people who genuinely enjoy helping others, solving problems, and creating a positive experience for every member they support.

They are:

• Comfortable handling a high volume of inbound calls while maintaining professionalism, empathy, and accuracy
• Strong communicators who can explain healthcare and benefits information in a clear, easy-to-understand manner
• Detail-oriented and organized, with the ability to navigate multiple systems while managing member conversations
• Self-motivated and productive in a remote work environment
• Adaptable learners who enjoy building knowledge and expanding their healthcare expertise
• Committed to delivering exceptional customer service while meeting quality and productivity expectations

Who May Not Be a Good Fit

This role may not be the best fit for individuals who:

• Prefer primarily administrative work with limited phone interaction
• Are uncomfortable handling back-to-back member calls
• Prefer highly scripted conversations rather than active problem solving
• Struggle with multitasking across multiple applications and systems
• Are seeking a role with minimal performance metrics or accountability measures

Who You Are: The Candidate We're Looking For

• Experienced in Service: You have at least one year of customer service experience, preferably in a healthcare, insurance, benefits, or call center environment.
• Strong Communicator: You explain complex information clearly, build rapport quickly, and maintain professionalism on every interaction.
• Organized & Reliable: You manage multiple priorities while maintaining a high level of accuracy and attention to detail.
• Comfortable with Technology: Proficient in Microsoft Office and comfortable learning new systems and tools.
• Adaptable & Willing to Learn: Interested in expanding your knowledge of healthcare, benefits, and member advocacy.
• Customer-Focused Problem Solver: You enjoy helping people find answers and navigate challenging situations.

Preferred Backgrounds

Candidates with experience in the following areas are strongly encouraged to apply:

• Healthcare Customer Service
• Health Insurance
• Employee Benefits
• Healthcare Navigation
• Patient Access
• Medical Office or Provider Support
• Call Center Operations
• Member Services
• Insurance Claims or Eligibility Support

Why Health Advocate?

At Health Advocate, we don't just support our members—we support our employees.

✅ Work From Home Opportunity

✅ Comprehensive Training & Equipment: We provide the computer equipment, monitors, and tools needed to perform your job successfully, along with extensive onboarding, training, and ongoing development.

✅ Competitive Pay & Benefits: Starting hourly rate of $16.50 plus medical, dental, vision, tuition assistance, PTO, paid holidays, and a 401(k) with company match.

✅ Career Growth & Development: Many of our leaders were promoted from within. We invest in employee development and advancement opportunities.

✅ Meaningful Work: Every day you'll help individuals navigate healthcare and benefits questions that directly impact their lives.

✅ Award-Winning Culture: Join a nationally recognized organization known for exceptional customer service and employee development.

Work Environment

This position is fully remote.

To ensure compliance with HIPAA requirements and protect member privacy, employees must maintain a dedicated workspace that supports confidential conversations and secure handling of sensitive information.

Applicants must have:

• A private, HIPAA-compliant workspace where confidential member information cannot be viewed or overheard by others
• Sufficient desk space to accommodate a dual-monitor workstation and related equipment
• Reliable high-speed internet with a minimum download speed of 200 Mbps
• The ability to work in a professional, distraction-free environment during scheduled work hours

Health Advocate provides the computer equipment, monitors, and other necessary technology required to perform the role.

Your Next Move

If you're passionate about helping others, enjoy solving problems, and thrive in a fast-paced customer service environment, we'd love to hear from you.

Apply today and become part of a team dedicated to making healthcare easier to navigate for the people who depend on us every day.

Physical Requirements:
This position is primarily sedentary, requiring prolonged sitting while performing administrative tasks. The role involves extensive use of a computer for typing, mouse navigation, and reading information on a screen for extended periods. Frequent phone use is required for communication with team members, clients, or external parties. Essential physical functions include fingering, grasping, pulling hand-over-hand, and repetitive motions necessary for navigating software, entering data, and interacting with electronic documents.

Mental and Cognitive Requirements:
The role requires strong concentration, attention to detail, and the ability to complete tasks accurately. Critical thinking and problem-solving skills are essential to address issues that may arise in day-to-day duties. Effective verbal and written communication skills are needed for responding to inquiries and collaborating with others.

Work Environment:
This position is fully remote and requires a home office environment with appropriate lighting, a computer, and phone access. The workspace should be free from distractions to ensure effective focus and productivity during work hours.