Patient Care Advocate

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver comprehensive assistance to members via phone, text, email, and in-app messaging.

• Provide prompt technical and product support while meeting or surpassing service level agreements (SLAs).

• Proactively follow up on unresolved inquiries or challenges until full resolution is achieved.

• Work in collaboration with clinical team members to ensure accurate and timely information dissemination.

• Record all member interactions in the designated systems for efficient care coordination.

• Keep member information current while adhering to confidentiality and data protection standards.

• Become proficient in 9amHealth products and services.

• Assist members with intricate insurance approval processes.

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

• Maintain a positive, empathetic demeanor and advocate for operational improvements.

• Achieve or exceed customer satisfaction benchmarks.

• Prioritize incoming phone calls, partnership-team communications, in-app/text messages, incoming emails, and other assigned responsibilities.

⛳️ Requirements

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

• Exceptional written and verbal communication skills, capable of clearly and empathetically explaining complex healthcare concepts.

• Self-motivated individual with a positive, encouraging attitude and the ability to operate independently.

• Strong problem-solving abilities, including skills in de-escalation and rapid resolution.

• Proficient in Google (G Suite) applications, customer service platforms like Zendesk, and healthcare systems such as electronic medical records (EMRs).

• Capability to multitask and prioritize effectively in a fast-paced setting.

• Compassionate, patient-centered approach.

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

• Dependable high-speed internet connection and a quiet, distraction-free workspace to maintain patient confidentiality.

• Familiarity with insurance processes such as prior authorizations and claims handling.

• Experience in managing confidential patient information in compliance with HIPAA regulations.

• Previous experience in a health tech startup is preferred.

• Proficiency in Spanish is preferred.

• Must have authorization to work in the United States without the need for visa sponsorship.

• Must be available and willing to work shifts from Tuesday to Saturday, with Tuesday to Friday from 5:30 a.m. to 2:00 p.m. and Saturday from 5:00 a.m. to 2:30 p.m. PST.

🏝️ Benefits

• Budget for professional development.

• Support for ongoing education.

• Health insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Flexible paid time off (PTO).

• Options to work from home.

• Collaborative learning environment.

• Opportunity to significantly impact chronic disease management and improve patient outcomes.