What does a Customer Care Advocate do?

A customer care advocate is responsible for monitoring customer transactions, ensuring the highest customer service satisfaction by timely responses and complaint resolution. Customer care advocates recommend strategic procedures and training programs necessary for handling customer support. They manage customer concerns and conduct interviews to identify customer preferences and build other business opportunities to build a good reputation for the organization. A customer care advocate must have excellent communication and organizational skills to promote customer advocacy and determine the best customer service practices.
Customer care advocate responsibilities
Here are examples of responsibilities from real customer care advocate resumes:
- Continue to manage a high volume of customer calls relate to HMO, PPO and POS concerns.
- Develop regional sales tools including PowerPoint presentations, brochures and web content to support product sales.
- Put together presentations using PowerPoint.
- Process questionnaires for Medicaid recipients to establish comprehension of complex rules and regulations.
- Verify Medicaid benefits and answer several calls from physicians or their assistants regarding their payments.
- Utilize critical thinking to determine effective operational procedures to fulfill member's concerns while adhering to HIPAA regulations.
- Demonstrate superb organizational and multitasking abilities
- Demonstrate superb organizational and multitasking abilities
Customer care advocate skills and personality traits
We calculated that 13% of Customer Care Advocates are proficient in Patients, Scheduling Appointments, and Data Entry. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Customer Care Advocates that have these skills listed on their resume here:
- Patients, 13%
Telephoned insurance companies to verify patients coverage and to obtain information concerning extent of benefits.
- Scheduling Appointments, 7%
Claim research and adjustment, verifying and scheduling appointments with medical offices, ensuring that Medicare recipients understand their coverage.
- Data Entry, 7%
Maintained the cancellation and confirmation number data entry for all reservations.
- Outbound Calls, 6%
Conducted outbound calls to current customers insure customer satisfaction with security system and client service.
- HIPAA, 6%
Controlled and monitored the release of confidential documents under the Health Insurance Portability and Accountability and Act (HIPAA).
- Home Health, 6%
Worked in Home Health independently on the phone providing support and in the community making home visits to individuals and families.
"patients," "scheduling appointments," and "data entry" are among the most common skills that customer care advocates use at work. You can find even more customer care advocate responsibilities below, including:
Communication skills. To carry out their duties, the most important skill for a customer care advocate to have is communication skills. Their role and responsibilities require that "customer service representatives must be able to provide clear information in writing, by phone, or in person." Customer care advocates often use communication skills in their day-to-day job, as shown by this real resume: "participated in the design of employee communications, safety and the internal fix it programs including the customer care program. "
Customer-service skills. Another skill that relates to the job responsibilities of customer care advocates is customer-service skills. This skill is critical to many everyday customer care advocate duties, as "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." This example from a resume shows how this skill is used: "determine the approximate cost of the service call and secure the proper authorization from customer prior to scheduling service appointments. "
Interpersonal skills. customer care advocate responsibilities often require "interpersonal skills." The duties that rely on this skill are shown by the fact that "representatives should be able to create positive interactions with customers." This resume example shows what customer care advocates do with interpersonal skills on a typical day: "provide superior customer care skills, interpersonal communication, and excellent oral, written, typing and telephone skills. "
Listening skills. Another crucial skill for a customer care advocate to carry out their responsibilities is "listening skills." A big part of what customer care advocates relies on this skill, since "representatives must listen carefully to ensure that they understand customers in order to assist them." How this skill relates to customer care advocate duties can be seen in an example from a customer care advocate resume snippet: "earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness. "
Patience. Another skill commonly found on customer care advocate job descriptions is "patience." It can come up quite often in customer care advocate duties, since "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here's an example from a resume of how this skill fits into day-to-day customer care advocate responsibilities: "worked to ensure great customer service by possessing patience, clear communication, and a positive attitude. "
The three companies that hire the most customer care advocates are:
- Disabled Veterans National Foundation52 customer care advocates jobs
- UnitedHealth Group23 customer care advocates jobs
- MetLife10 customer care advocates jobs
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Customer care advocate vs. Call center associate
Call center associates are professionals who are responsible for taking inbound and outbound customer calls and handle responsibilities that include account inquiries, customer complaints, or product and support issues. These associates are required to provide quality assistance and customer service so that they can receive positive reviews from their customers. They must assist customers with technical support issues, which include updating product documentation and training materials. Call center associates must also accurately identify their customers' needs and objectives so that they can achieve the organization's sales goals.
While similarities exist, there are also some differences between customer care advocates and call center associate. For instance, customer care advocate responsibilities require skills such as "home health," "customer care," "crm," and "health insurance." Whereas a call center associate is skilled in "inbound calls," "strong customer service," "pet," and "phone calls." This is part of what separates the two careers.
Call center associates earn the highest salaries when working in the finance industry, with an average yearly salary of $32,632. On the other hand, customer care advocates are paid more in the insurance industry with an average salary of $36,480.call center associates tend to reach similar levels of education than customer care advocates. In fact, call center associates are 2.4% less likely to graduate with a Master's Degree and 0.2% less likely to have a Doctoral Degree.Customer care advocate vs. Customer service liaison
Customer service liaisons are professionals who facilitate a working relationship between clients and an organization by providing excellent customer service. These liaisons must coordinate with the proper personnel to provide accurate answers for customers with concerns or questions. They must handle outgoing and incoming calls to provide positive client relations and ensure satisfaction. Customer service liaisons must also implement internal procedures and supervise technology updates to ensure all information records are organized for proper networking among employees and customers.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that customer care advocate responsibilities requires skills like "home health," "customer care," "crm," and "health insurance." But a customer service liaison might use other skills in their typical duties, such as, "strong customer service," "phone calls," "excellent interpersonal," and "regulatory agencies."
Customer service liaisons may earn a higher salary than customer care advocates, but customer service liaisons earn the most pay in the technology industry with an average salary of $40,134. On the other hand, customer care advocates receive higher pay in the insurance industry, where they earn an average salary of $36,480.Average education levels between the two professions vary. Customer service liaisons tend to reach similar levels of education than customer care advocates. In fact, they're 1.8% more likely to graduate with a Master's Degree and 0.2% more likely to earn a Doctoral Degree.Customer care advocate vs. Customer service trainer
A customer service trainer is responsible for training new and experienced customer service staff, providing them with the best strategies and techniques to handle customers' inquiries and concerns. They also resolve customer complaints and ensure customer satisfaction, building good customer relationships, maintaining the company's reputation, and increasing revenues. Customer service trainers schedule training classes, provide engaging activities, and monitor trainees' progress through call testing and role-playing activities. A customer service trainer must have excellent knowledge of the customer service industry, as well as exceptional communication skills to teach trainees' effectively and efficiently.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from customer care advocate resumes include skills like "scheduling appointments," "hipaa," "home health," and "crm," whereas a customer service trainer is more likely to list skills in "strong customer service," "cleanliness," "gross margin," and "hr. "
Customer service trainers earn the highest salary when working in the telecommunication industry, where they receive an average salary of $32,603. Comparatively, customer care advocates have the highest earning potential in the insurance industry, with an average salary of $36,480.When it comes to education, customer service trainers tend to earn similar degree levels compared to customer care advocates. In fact, they're 1.7% less likely to earn a Master's Degree, and 0.1% less likely to graduate with a Doctoral Degree.Customer care advocate vs. Customer agent
A customer agent provides friendly service to external and internal customers. Customer agents talk to customers on behalf of businesses and companies. They help customers with their queries and complaints. It is their job to give customers a better understanding of the products. They answer questions with regards to their reservations. Sometimes, they also have sales roles. Oftentimes, they answer questions, process sales, provide information, and resolve problems.
Types of customer care advocate
Updated January 8, 2025