Care Advocate I

About Fabric Health

About the Role

What You'll Do

• 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, not only the first thing a person mentions.
• 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, and turn a bad experience into a resolved one.

• Recognize when a concern needs a clinician, and route it to the right internal clinical resource quickly and with complete context.
• Coordinate with our providers and internal teams until every open need is addressed, then close the loop with the patient.
• Review each person's history, visits, and next steps across several systems before you respond, so no one has to repeat their story.

• Document every interaction accurately and completely in Zendesk.
• Protect patient privacy in every conversation, following HIPAA requirements for verifying identity and handling protected health information.
• Meet the quality bar we measure through QA audits, member satisfaction surveys, and documentation reviews.
• Use approved AI tools to search knowledge articles, summarize case history, and draft clear replies, and review every output for accuracy before it reaches a patient.
• Flag recurring problems you hear on calls so our operations and product teams can fix the cause.

Why You Might Be a Good Fit

• You have spent at least a year helping people over the phone, at a front desk, or in a healthcare setting, and the best part of your day was solving their problem.
• You stay calm when a caller is upset, and you can hear the worry behind the frustration.
• You care about getting it right for the person on the other end, and you follow through until the issue is actually resolved.
• You can listen, search two systems, and take clean notes at the same time without losing the thread.
• You explain things clearly, whether on the phone, in an email, or while walking someone through an app.
• You want a first step into healthcare that builds real skills, and you are curious about how care gets delivered.
• You already use AI tools to find answers faster, and you double-check what they tell you.

This Might Not Be The Right Fit If...

• You prefer a role with a fixed script and little room for judgment.
• You cannot commit to a full-time schedule that includes at least one consistent weekend day every week.
• You find back-to-back calls and switching between several systems draining rather than energizing.
• You would rather hand a hard problem to someone else than stay with it until it is solved.
• You see documentation and privacy rules as busywork rather than part of caring for patients.

Your 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.

Bonus Points

• Experience with an Electronic Health Record (EHR) or Electronic Medical Record (EMR) system.
• Experience with a CRM or ticketing platform such as Zendesk or Salesforce.
• Experience in telehealth, virtual care, or health plan member services.
• Familiarity with medical terminology, prescriptions, or pharmacy workflows.

The 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. Certain roles may also be 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. If your compensation requirement is greater than our posted range, please still consider applying; a determination can be made based on unique qualifications. Expected compensation ranges for this role may change over time.

At Fabric, we believe that a diverse workforce is essential to our success. We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected characteristic. We actively encourage individuals from all backgrounds to apply.

Recruitment Fraud Alert: Protect Yourself

• Verify the Domain: Official recruitment emails will only come from addresses ending in @fabrichealth.com or @gem.com. No other domain names are legitimate.
• Official Interview Tools: We use Gem for our recruitment process and Google Meet for all video interviews. Google Meet is always the platform used for your first interview; you will never be sent a Zoom link to set up or conduct an initial interview. All interviews are conducted via video unless specifically stated by our team as an audio call. We never conduct interviews via chat, social media, Skype, or WhatsApp.
• Zoom Usage: Zoom is utilized only for specific meetings set directly by our team for purposes outside of the standard interview process (e.g., coordination or onboarding discussions). It is never the first link you will receive from us.
• Authorized Contact & Texting: Fabric will only contact you if you have submitted an application or if you are connected to a current employee who shared your information with us. We will only send text messages if you have provided explicit authorization and consent, either through your application or while communicating directly with our team. If you have not explicitly authorized us to reach out, treat any SMS or unsolicited outreach as fraudulent and do not respond.
• Sensitive Data: We will never ask you for sensitive personal or financial documents (ID, banking info, SSN) during the application, interview, or candidacy stages. All sensitive data is handled through secure internal systems post-offer.
• Verify the Team: You can reference LinkedIn to verify members of our recruiting team; however, please remain vigilant as scammers may create fraudulent profiles. Always cross-reference the sender's email domain with our official @fabrichealth.com address.