Care Advisor - Remote

As an Ezra Care Advisor, you will be the operational backbone ensuring a seamless member experience. This is primarily a backend operations role with customer-facing responsibilities, focused on executing the numerous detailed tasks required to move members through the Ezra screening process efficiently. You'll drive process improvement, automation initiatives, and operational excellence while serving as a key contributor to product development through frontline insights. You will also be the main point of contact for Ezra members throughout their journey.

Must Have

• Execute and manage backend operational tasks for member screening.
• Coordinate with partner sites for scheduling, paperwork, and report retrieval.
• Apply Ezra's standard operating procedures for high-quality service.
• Identify and implement process improvements for efficiency.
• Serve as the main point of contact for Ezra members.
• Secure missing medical information from members pre-scan.
• Liaise for site issues and facilitate resolution.
• Collaborate with the clinical team for seamless handoffs.
• Contribute to product development with operational insights.
• 1-5 years in customer service and operations.
• Bachelor's degree or higher.
• Strong process management and execution.
• Excellent customer service and communication.
• Empathetic and responsive to customer needs.
• Detail-oriented with strong organizational skills.
• Analytical problem-solving and process improvement.
• Technically proficient and quick to learn new systems.

Good to Have

• Familiarity with a medical environment is a plus.

Perks & Benefits

• Stock options.
• Comprehensive health, dental, and vision plans for you and your family.
• Flexible work environment.
• Team off-sites and wellness initiatives.
• Competitive vacation policy.
• A culture that emphasizes continuous learning and personal growth.

Care Advisor

Operations Full-time

Time Zones: Pacific Time, Mountain Time or Central Time

Company Overview:

Ezra’s mission is to detect cancer early for everyone in the world. Our AI-powered MRI screens for cancer in up to 13 organs and is available at over 100+ imaging facilities in 30+ cities across the US.

We believe in empowering people to make their own health decisions, offering Ezra as a direct-to-consumer service. Members visit our partner imaging centers for a MRI and receive an AI-powered report from an Ezra Medical Provider within 7-10 days.

The Ezra radiology reports are generated by our partner radiologists, using Ezra-approved radiology templates. These radiology reports are then converted into consumer-friendly reports using Ezra Reporter, an AI trained to convert radiology reports into plain English.

Role:

As an Ezra Care Advisor, you will be the operational backbone ensuring a seamless member experience. This is primarily a backend operations role with customer-facing responsibilities, focused on executing the numerous detailed tasks required to move members through the Ezra screening process efficiently. You'll drive process improvement, automation initiatives, and operational excellence while serving as a key contributor to product development through frontline insights. You will also be the main point of contact for Ezra members throughout their journey.

Reporting to the VP of Operations, you will work closely with the Clinical team and partner facilities to ensure all operational requirements are met for an exceptional member experience. You are responsible for orchestrating the complex workflow between clinical teams and scanning sites, proactively identifying bottlenecks, and implementing solutions that enhance both efficiency and member satisfaction.

Key Responsibilities:

• Execute and manage all backend operational tasks required to move members through the Ezra process efficiently.
• Partner with sites to ensure members are scheduled, paperwork is ready, and radiology reports and images are retrieved promptly when they are ready.
• Thoroughly understand and apply Ezra's standard operating procedures to ensure high-quality service delivery and document best practices for consistent execution across the team.
• Continuously seek ways to eliminate manual tasks and improve operational efficiency and member satisfaction.
• Serve as the main point of contact for Ezra members should they have any difficulties throughout the member journey.
• Proactively contact members to secure any missing medical information before their scan appointment.
• Act as the liaison for any site issues that arise, facilitating quick and effective resolution.
• Work closely with the clinical team to ensure seamless handoffs and information flow.
• Contribute to product development by identifying opportunities for improvements and reporting issues encountered during daily operations.

Qualifications/Skills:

• 1-5 years in a customer service and operations role
• Bachelor’s or Higher
• Operational Excellence: Strong process management and execution skills with proven ability to handle complex, multi-step workflows efficiently and accurately.
• Service Excellence: Excellent customer service and communication skills. Proven ability to build and maintain strong customer relationships.
• Exceptional Interpersonal Skills: Highly empathetic and able to understand and respond to the needs of customers. Resourceful and proactive in addressing customer needs and operational challenges.
• Strong Organizational Skills: Detail-oriented with excellent organizational and time-management abilities, allowing you to effectively multitask and manage multiple priorities simultaneously.
• Problem-Solving & Process Improvement: Analytical mindset with demonstrated ability to identify inefficiencies, propose solutions, and implement process improvements. Resourceful and proactive in addressing operational challenges.
• Technical Proficiency: Comfortable with technology and able to quickly learn new systems and processes. Ability to identify technical issues and contribute to product development discussions.
• Healthcare Background: Familiarity with a medical environment is a plus.

Why You'll Love Working With Us:

As a Care Advisor at Ezra, you'll have the opportunity to make meaningful contributions within a fast-growing organization committed to early cancer detection. You’ll also have access to:

• Base Compensation Range: $65,000 - $95,000
• Stock options.
• Comprehensive health, dental, and vision plans for you and your family.
• Flexible work environment.
• Team off-sites and wellness initiatives.
• Competitive vacation policy.
• A culture that emphasizes continuous learning and personal growth.

We’re dedicated to building a diverse team and inclusive culture. Ezra is an equal opportunity employer and does not discriminate based on race, ethnicity, nationality, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status, or any legally protected status

Compensation

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The base pay range for this role is $65,000 – $95,000 per year.

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Req ID: R240