Care Advisor

About the role

The Care Advisor is a multi‑skilled position responsible for end‑to‑end case management across several healthcare service lines, including Customer Care, Home Nursing, Voice of Customer, Second Medical Opinion, complaints handling and email correspondence. The role demands high adaptability, strong clinical knowledge and excellent communication to ensure timely, high‑quality service delivery.

Key responsibilities

• Manage and respond to emails from members, providers, payers and clients, aligning service delivery with patient needs.
• Handle complaints, Home Nursing and Second Medical Opinion cases from document review through coordination with medical experts to outcome delivery.
• Capture, manage and resolve customer feedback and escalations across multiple channels.
• Take ownership of complex, sensitive and escalated cases, ensuring thorough investigation and follow‑up.
• Maintain accurate case records, prepare reports, dashboards and insights for audits and decision‑making.
• Analyze customer data and operational trends to identify root causes and drive process improvements.

Required profile

• Bachelor’s degree (medical background preferred).
• 2+ years experience in a call‑centre or customer‑service environment, preferably within healthcare or TPA hospitals.
• Strong communication skills in English; additional languages are a plus.
• Legally permitted to work in the country of operations.

Required skills

• Proficiency in Microsoft Excel.
• Proficiency in Microsoft Word.
• Proficiency in Microsoft Outlook.
• Proficiency in Microsoft PowerPoint.