Care Advisor

Part-time Location: Remote

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 180+ imaging facilities in 150 cities across the US and abroad. We believe in empowering people to make their own health decisions, so we are offering Ezra as a direct-to-consumer scan. Our members visit a partner imaging center to get an MRI scan and receive an AI-powered report from an Ezra Medical Provider. As of May 2025, Ezra is part of Function Health, bringing together the most advanced imaging and the most comprehensive blood testing solutions into a single offering.

Role

As an Ezra Weekend Care Advisor, you will be the operational backbone ensuring a seamless member experience during off-hours, weekends, and holidays. 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 on weekends, holidays and after hours. 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 during weekends, holidays, and evening hours when the main team is unavailable.
• Partner with sites to ensure weekend 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 during all hours of operation.
• 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 during off-hours, weekends, and holidays.
• Proactively contact members to secure any missing medical information before their scan appointment, including weekend slots.
• Act as the weekend 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 weekend, holiday, and after-hours operations.

Qualifications/Skills

• 1-5 years in a customer service and operations role.
• Must be available to work weekends (Saturday and Sunday) and flexible to work holidays and evening hours as needed.
• 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,...