Customer Care Advocate I

The Customer Care Advocate I serves as a front-line customer support representative for Tebra’s healthcare technology platform. This role is responsible for handling a high volume of inbound customer inquiries, troubleshooting technical issues, documenting interactions, and providing accurate solutions while maintaining excellent customer service standards.

Representatives communicate through phone, email, and chat while supporting healthcare providers and practice staff using Tebra’s cloud-based healthcare software solutions. This position requires strong problem-solving skills, multitasking abilities, technical troubleshooting experience, and the ability to work effectively in a fast-paced customer support environment.

Healthcare billing, healthcare administration, healthcare software, EHR, and technical support experience are highly desirable.

### Key Responsibilities

* Handle a high volume of inbound customer calls daily
* Respond to customer inquiries through phone, email, and chat
* Troubleshoot customer issues and identify root causes
* Provide accurate and timely resolutions to customer concerns
* Maintain detailed documentation of customer interactions
* Collaborate with team members and leadership on complex issues
* Follow workforce management schedules and operational procedures
* Meet customer satisfaction, quality, and resolution metrics
* Participate in ongoing training and certification programs
* Support continuous process improvement initiatives
* Ensure compliance with HIPAA and healthcare data security requirements
* Maintain a positive and professional customer experience

### Requirements

* High School Diploma, GED, or equivalent
* Strong verbal and written English communication skills
* Ability to troubleshoot technical issues independently
* Strong customer service and problem-solving abilities
* Ability to remain calm and professional during difficult interactions
* Proficiency with customer support tools and ticketing systems
* Strong multitasking skills across multiple systems and conversations
* Ability to document customer interactions accurately
* Strong active listening and interpersonal skills
* Ability to meet performance metrics and quality standards
* Team-oriented mindset with individual accountability

### Preferred Qualifications

* U.S. healthcare experience preferred
* U.S. healthcare billing experience preferred
* Technical support experience preferred
* Experience supporting cloud-based software solutions preferred
* Experience working with healthcare software platforms preferred

### Work From Home Requirements

* Ability to work remotely while maintaining compliance with company policies
* Must meet work-from-home and occupational health requirements
* Secure work environment for handling customer and healthcare information

### Benefits

* Healthcare benefits (location dependent)
* Gympass wellness access
* Employee Assistance Program resources
* Wellness and childcare subsidies (Costa Rica)
* Education and university discounts (Costa Rica)
* Professional development opportunities
* Remote work flexibility

### Good Fit For

This role may be a strong fit for candidates with experience in customer service, technical support, healthcare software support, EHR systems, healthcare administration, medical billing support, SaaS support, help desk operations, ticket management, or call center customer care.