Senior Care Advisor

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

At Ardent, our Senior Care Advisors are the ultimate knowledge anchors for our frontline advisors. In our fast-paced environment, advisors need accurate answers instantly. Senior Care Advisors deliver real-time support across Slack, Teams, phone, and email channels. Their mission is to help advisors crush customer issues, navigate processes seamlessly, and keep escalations to an absolute minimum. They are trusted experts who ensure our customers get a consistent and excellent experience.

Key Responsibilities

• Advisor Support: Provide real-time answers and guidance to advisors through all support channels.
• Issue Resolution: Research and identify solutions for complex customer concerns and tricky process questions.
• Escalation Management: Handle or assist with escalated issues that require a deeper level of expertise.
• Knowledge Sharing: Broadcast process updates, best practices, and fixes for recurring issues.
• Customer Experience: Empower advisors to deliver accurate, efficient, and consistent support.

Core Responsibilities & Ownership

• Provide real-time Slack, Teams/Gchat, phone, and email support for frontline advisors.
• Resolve advisor questions and provide clear guidance on process and policy.
• Conduct complex issue research and manage escalated customer support cases.
• Broadcast key knowledge updates, fixes for recurring issues, and best practices.
• Foster engagement and build team morale across support channels.
• Identify solutions to customer concerns to keep escalations at an absolute minimum.

Strategic Alignment & Role Distinction

To maintain clear operational ownership and keep team execution agile without duplicating efforts:

• Knowledge Specialists: Answer questions and find solutions to empower frontline advisors.
• Leads: Run daily operations and shift workflows.
• Supervisors: Manage team performance, coaching, and growth.

This clear separation ensures strong ownership, agile support, and flawless execution across Ardent's leadership team.

What You Bring to the Table

• Experience: 2–4 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, Josephine, Jackson, & Coos 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.