Care Advisor

OperationsFull-time Time Zones: Pacific Time, Mountain Time or Central Time

Company Overview:

Ezras 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
• Bachelors 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.