Customer Experience Advocate

Job Title: Customer Experience Advocate

Locations: Pittsburgh, PA | Raleigh, NC | Phoenix, AZ | Orlando, FL

Overview

We are seeking a dedicated Customer Experience Advocate to join our inbound call team. This role is ideal for someone who is passionate about supporting patients and healthcare providers, excels in communication, and thrives in a fast-paced, service-oriented environment. You’ll play a key role in ensuring customer satisfaction through thoughtful problem-solving and efficient service delivery.

Key Responsibilities

• Answer inbound calls promptly and professionally, aiming for one-call resolution.
• Serve as the primary point of contact for inquiries and escalations.
• Support patients, healthcare provider offices, and field teams with benefit verification, savings program access, specialty pharmacy triage, and shipment setup.
• Assist customers with product and service inquiries.
• Resolve complaints and provide appropriate solutions.
• Accurately document customer interactions in the system.
• Maintain a thorough understanding of product offerings.
• Adhere to company policies while delivering high-quality service.
• Collaborate with team members to enhance the customer experience.
• Meet or exceed performance metrics such as response time and satisfaction scores.
• Provide feedback and suggest improvements to service delivery.
• Escalate complex issues to management when necessary.
  
  

Required Qualifications

• High school diploma or equivalent.
• Minimum of 2 years’ experience in a healthcare setting with a focus on customer service.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and adaptability.
• Ability to work across multiple systems simultaneously.
• Proficiency in customer service software and databases.
• Comfortable working in a fast-paced environment.
• Availability to work shifts between 8am – 8pm EST.
  
  

Preferred Qualifications

• Experience reading from a phone script.
• Familiarity with HIPAA and healthcare compliance standards.
  
  

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Opportunity is calling.

Ready for a contact center job that offers freedom and flexibility, and truly values your skills? We thought so. We’re KellyConnect®—and wherever life takes you, we have great contact center opportunities that align with your preferred workstyle, schedule, and location. Looking to work from home, or work specific hours? No problem. Best of all, we only work with companies that share our focus on treating employees like the deeply valued people that they are.

About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.