Bilingual, Spanish Patient Care Advocate

📋 Description

• Deliver prompt technical and product support through messaging and phone calls to our members, ensuring all inquiries adhere to or surpass established SLAs (Service Level Agreements).

• Actively follow up on any unresolved inquiries or issues to guarantee complete resolution.

• Collaborate closely with clinical team members to ensure accurate and timely information is communicated to members.

• Thoroughly document all member interactions in the appropriate systems to facilitate seamless care coordination.

• Manage and keep member information current, upholding confidentiality and data protection protocols.

• Become knowledgeable about 9amHealth’s products and services.

• Guide members through the complexities of insurance approval processes.

• Recognize trends impacting the broader member base and share insights with the team.

• Maintain a positive and empathetic demeanor in all interactions, acting as a champion for changes, whether related to new processes, clients, or responsibilities.

• Regularly meet or exceed customer satisfaction metrics.

⛳️ Requirements

• Minimum of 2 years of experience in customer service within a healthcare environment.

• Proficiency in both spoken and written Spanish.

• Strong verbal and written communication skills, capable of articulating complex healthcare information in a clear and empathetic manner.

• Excellent problem-solving skills, including de-escalation techniques and quick resolution capabilities.

• Proficient in utilizing customer service platforms (e.g., Zendesk) and healthcare platforms (e.g., EMRs) for patient communication, documentation, and data management.

• Ability to juggle multiple tasks and manage priorities in a fast-paced environment.

• Compassionate, patient-centered approach, dedicated to delivering exceptional care and support.

• Willingness to work flexible hours, including early mornings, evenings, or weekends, according to business needs.

• Reliable high-speed internet and a quiet, distraction-free workspace to maintain patient privacy.

• Familiarity with insurance processes (e.g., prior authorizations, claims) and managing confidential patient information in compliance with HIPAA.

🏝️ Benefits

• Health insurance

• Dental insurance

• Vision insurance

• Flexible PTO

• Work from home options

• Professional development budget

• Continuing education support