Patient Care Advocate

Summary

Join the team at 9amHealth as a Patient Care Advocate to provide comprehensive support to our members, directly interacting with them through various channels, collaborating with clinical specialists, and assisting with questions ranging from enrollment to their care journey.

Requirements

• Minimum Qualifications
• 2+ years of experience in customer service, patient support, or a healthcare-related role
• Strong written and verbal communication skills, with the ability to explain complex healthcare information clearly and empathetically
• Excellent problem-solving skills, including de-escalation and quick resolution abilities
• Proficiency in using customer service platforms (e.g., Zendesk) and healthcare platforms (e.g., EMRs) for patient communication, documentation, and data management
• Ability to multitask and manage priorities in a fast-paced environment
• Compassionate, patient-focused approach, committed to delivering excellent care and support
• Willingness to work flexible hours, including early mornings, evenings, or weekends, based on business needs
• Reliable high-speed internet and a quiet, distraction-free workspace to ensure patient privacy
• Familiarity with insurance processes (e.g., prior authorizations, claims) and managing confidential patient data in compliance with HIPAA

Responsibilities

• Provide timely technical and product support via messaging and phone calls to our members, ensuring all inquiries meet or exceed established SLAs (Service Level Agreements)
• Proactively follow up on unresolved inquiries or issues to ensure full resolution
• Work closely with the clinical team members to ensure accurate and timely information is conveyed to members
• Accurately document all member interactions in the appropriate systems to ensure seamless care coordination
• Manage and maintain up-to-date member information, respecting confidentiality and data protection protocols
• Become an expert on 9amHealth’s products and services
• Assist members in navigating complex insurance approval processes
• Identify trends affecting the broader member base and communicate insights to the team
• Maintain a positive and empathetic attitude in all interactions
• Consistently meet or exceed customer satisfaction metrics

Preferred Qualifications

• Proven self-starter with a positive, motivational attitude, demonstrating initiative and the ability to work independently while inspiring and encouraging team members
• Experience working at a health tech startup
• Proficiency in speaking Spanish

Benefits

• Competitive compensation and benefits, including options for health, vision, and dental plans
• 20 vacation days (for full-time employees)