Care Advocate

This is a fully remote position, open to applicants in New York.

📋 Description

• Take charge of member relationships by informing them about Progyny and their customized benefits, enabling them to make well-informed choices and enhance their care experience.

• Facilitate the onboarding of new members by gathering demographic data, verifying eligibility, and offering comprehensive benefit guidance utilizing internal systems and resources.

• Provide concierge-level support to members through phone, email, and secure messaging interactions.

• Address member inquiries with empathy and precision, delivering high-quality solutions to fulfill their needs.

• Collaborate cross-functionally with internal teams to address complex inquiries, escalations, and member concerns.

• Act as a bridge between members and fertility clinics, assisting with appointment scheduling and care coordination.

• Ensure accurate documentation and exhibit meticulous attention to detail when handling member cases.

• Engage in continuous learning and development opportunities to enhance expertise and contribute to ongoing improvement.

⛳️ Requirements

• A minimum of 2 years of experience in a contact center setting, ideally within healthcare, insurance, or patient services.

• Familiarity with the fertility and women’s health sector, including common procedures and patient care pathways, is essential.

• Outstanding customer service and communication abilities, capable of conveying complex information clearly and succinctly.

• Strong interpersonal skills and conflict resolution capabilities, with a member-first approach.

• Proficient in prioritizing competing tasks and managing multiple workflows in a dynamic environment.

• Highly organized with a keen attention to detail.

• Comfortable working independently and applying sound judgment.

• Availability to work a shift from 12:00 PM to 9:00 PM EST is required.

🏝️ Benefits

• Paid family and parental leave

• Preconception, fertility, and family-building benefits (including egg freezing, IVF, and adoption assistance)

• Family and pet care fund

• Health, dental, vision, and life insurance options for employees and their families

• Complimentary in-person, virtual, and text-based mental health and wellness support

• Paid time off, encompassing vacation, sick leave, personal days, and summer flex time

• Company equity

• Bonus program

• 401(k) plan with company match

• Access to on-demand legal and financial advice

• Learning and development programs to assist your professional growth and a mentorship initiative

• Company social events, including an annual volunteer day and donation matching

• Flex days (3 days a week in the office) and onsite meals and snacks for employees working in our NY office