Care Guide Advocate

Role overview

The Care Guide Advocate supports both RN Care Coordinators and Utilization Management RNs in a blended, patient-facing support role. This position helps members, providers, and digital vendors move through key care and administrative processes smoothly, combining service, education, and operational support to improve the overall experience for Evry Health members and provider partners.

About the company

Evry Health, part of Globe Life, is focused on making health insurance feel more human. Its health plans are designed to broaden benefits, improve access and transparency, and deliver a more personalized approach that helps members live healthier and happier lives. Globe Life serves millions of policies and has earned strong financial ratings for many consecutive years.

Key responsibilities

• Deliver professional, empathetic support to patients of providers by phone and email, including de-escalating difficult conversations with care and tact.
• Help members find providers by using network search and lookup tools in detail.
• Guide members through digital programs and act as a point of contact for questions and escalations.
• Reach out to provider offices or facilities to secure prior authorization support items such as medical records, forms, facility details, or Tax ID numbers needed for claims billing.
• Support claims-related work, including adjustments to site of service.
• Protect patient privacy and confidentiality in line with HIPAA, internal policies, and procedures.
• Follow URAC and NCQA accreditation standards as well as relevant state and federal rules.

Minimum qualifications

• High school diploma.
• 2 to 3 years of customer service experience.
• Strong computer proficiency and hands-on experience with electronic medical records.
• Working knowledge of Microsoft Windows at an intermediate level.
• Excellent verbal and written communication abilities.
• Comfort working in a fast-paced setting with shifting priorities and deadlines.

Preferred qualifications

• Background in health insurance plans.
• Experience supporting a medical office or customer care function.
• Associate degree in a medical-related field.

Work environment

This role is fully remote. Candidates must live in the United States and be located in either the Central or Eastern time zone. Standard hours are Monday through Friday, 9:00 AM to 5:00 PM CST, with occasional schedule flexibility needed to meet regulatory response deadlines. A separate private workspace is required for handling confidential information securely, along with a dependable high-speed internet connection. Company-sensitive documents must be stored and managed according to Evry Health privacy and security policies.

Additional information

Artificial intelligence tools may be used to assist parts of the hiring process, including application review, resume analysis, response assessment, and identification of inconsistencies or verification signals in submitted materials. These tools support the recruitment team but do not replace human judgment. Final hiring decisions are made by people. Applicants who want more details about data processing can contact the company.