Customer Care Advocate

📋 Description

• Offer compassionate and tailored support to both patients and providers, ensuring that every interaction leaves individuals feeling acknowledged, informed, and valued.

• Confirm insurance, explore benefits coverage, estimate out-of-pocket expenses, and discuss payment alternatives with patients.

• Address product, service, and enrollment issues with care and urgency.

• Serve as the intermediary between patients and iRhythm, ensuring that requests are fulfilled accurately and adhere to regulatory standards.

• Provide precise and prompt assistance to patients and providers throughout the device wear process and beyond, efficiently resolving inquiries and ensuring all service requests meet compliance and quality benchmarks.

• Make outbound calls to patients to clarify coverage, responsibilities, or payment options.

• Respond to inquiries, manage tickets and emails, and deliver timely updates to patients, providers, and internal teams.

• Accurately document all interactions and coverage information in Salesforce.

• Keep patient and insurance records updated and complete.

• Attend meetings and training sessions in a virtual or on-camera setting.

• Ensure adherence to FDA regulations and HIPAA privacy standards.

• Consistently achieve productivity, quality, and service-level targets.

• Provide assistance to other teams during busy periods and engage in cross-training to broaden skills and knowledge.

⛳️ Requirements

• High school diploma or equivalent qualification.

• 2–3+ years of experience in customer service within a high-volume environment (Contact Center or handling 60+ activities per day).

• Excellent communication skills—clear, empathetic, and proactive in both verbal and written forms.

• Proficiency with Microsoft Office tools (Outlook is required; experience with Word, Excel, and PowerPoint is preferred).

• Typing speed of 40+ WPM and confident in navigating systems.

• Ability to manage sensitive information and handle stressful situations with composure and professionalism.

• Willingness to adapt swiftly in a fast-paced, growth-oriented environment.

• Show resourcefulness and emotional intelligence to recognize challenges and collaborate on solutions.

• Demonstrate independent thinking and sound judgment in handling situations not covered by manuals or procedures.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Remote work options