Job Description

Our Mission:

Our mission at Ezra is to detect cancer early for everyone in the world. We have developed a new way to screen for cancer everywhere in the body using a full body MRI powered by Artificial Intelligence.

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We believe in empowering people to make their own health decisions, so we are offering Ezra as a direct-to-consumer membership. Our members sign up for Ezra, visit a partner imaging center to get a full body MRI scan, and receive a cancer screening report within 5-7 business days. Our scans and reports are all supported by AI. 

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Your Mission:

As an Ezra Care Advisor, you will own our network’s customer experience and operations. You’ll have an entrepreneurial role in finding new ways to grow and retain our member base while also implementing innovations to delight the customers throughout their journey. Additionally, you will be the main point of contact for Ezra members – from their initial questions to their first Ezra scan and beyond. 

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Reporting to the VP of Operations, you will work with the Clinical team to deliver exceptional care to our members. You will ensure that Ezra members are cared for throughout the screening process and that they have an excellent experience. This also includes onboarding new sites and partnering with them to deliver the best experience for our members. You are responsible for acting as their healthcare patron and guiding them through our process and their subsequent clinical work-up as necessary.

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As a Care Advisor at Ezra, you will: 

• Develop innovative ways to delight & retain our members throughout their customer journey, and work collaboratively with our operations team to share these practices.
• Ensure Ezra clinicians have all necessary member information for their initial consultation and all necessary imaging and radiology results upon completion of member scans.
• Proactively contact members to secure any missing medical information before their scan appointment.
• Serve as the main point of contact for Ezra members should they have any difficulties throughout the member journey.
• Lead new site onboardings for your region, ensuring seamless integration and member experience.
• Act as the liaison for any site issues that arise, facilitating quick and effective resolution.
• 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 continuously seek ways to improve operational efficiency and member satisfaction.

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Requirements:

• Must be based in the NYC area with the ability to come into the office at least once a week.
• Experience in a customer service and operations role
• Bachelor’s or Higher 
• 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.
• Technical Proficiency: Comfortable with technology and able to quickly learn new systems and processes. 
• Familiarity with a medical environment is a plus. 

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What’s in it for you? 

As a Care Advisor at Ezra, you have the opportunity to be part of a small, all-star team focused on detecting cancer early for everyone in the world. You’re also going to have access to benefits such as: 

• Salary Range: $70,000 - $95,000
• Medical, Dental, Vision Benefits
• Hybrid work environment
• Off-sites twice a year
• Competitive vacation policy
• A culture that emphasizes learning and work-life harmony

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Our commitment to diversity and inclusion:

We’re aiming to build a diverse team and inclusive company culture. We are an equal opportunity employer and do not discriminate based on race, ethnicity, nationality, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

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