Customer Care Advocate | Sunday - Thursday (11 PM - 7:30 AM CST)

iRhythm Technologies, Inc.

2d•Remote

About The Position

The Customer Care Advocate serves as front-line support in our high-volume, inbound Contact Center, assisting patients and providers with professionalism, adaptability, and strong communication in a fast-paced, collaborative environment. In this role, you will: Provide empathetic, personalized support to patients and providers, ensuring each interaction leaves individuals feeling heard, informed, and valued. Verify insurance, investigate benefits coverage, estimate out-of-pocket costs, and discuss patient payment options. Troubleshoot product, service, and enrollment issues with sensitivity and urgency. Act as the liaison between patients and iRhythm, ensuring requests are completed accurately and in compliance with regulatory standards.

Requirements

High school diploma or equivalent.
2–3+ years of customer service experience in a high-volume environment (Contact Center or 60+ activities/day).
Strong communication skills—clear, empathetic, and proactive (verbal and written).
Experience using Microsoft Office tools (Outlook required; Word, Excel, PowerPoint preferred).
Typing speed of 40+ WPM and confident system navigation.
Ability to handle sensitive information and stressful situations calmly and professionally.
Flexibility to adapt quickly in a growth-driven, fast-paced environment.
Demonstrate resourcefulness and emotional intelligence to identify obstacles and work collaboratively toward solutions.
Exhibit independent thinking and sound judgment when addressing situations not outlined in manuals or procedures.

Nice To Haves

Experience in healthcare, medical devices, or patient-focused environments (non-insurance based).
Background in health insurance, benefits investigation, reimbursement, or financial counseling.
Experience with CRM software; Salesforce strongly preferred.

Responsibilities

Deliver accurate, timely support to patients and providers throughout the device wear process and beyond, resolving inquiries efficiently and ensuring all service requests are handled to compliance and quality standards.
Make outbound calls to patients to explain coverage, responsibilities, or payment options.
Respond to inquiries, manage tickets/emails, and provide timely updates to patients, providers, and internal teams.
Document all interactions and coverage details in Salesforce with accuracy.
Maintain updated and complete patient and insurance records.
Participate in meetings and training in a virtual/on-camera environment.
Ensure compliance with FDA regulations and HIPAA privacy requirements.
Consistently meet productivity, quality, and service-level metrics.
Provide support to other teams during peak periods and participate in cross-training to enhance skills and knowledge.
May include other duties as business needs arise.

Benefits

Opportunity to grow skills and career
Impact lives of people around the world
Shape the future of cardiac health
Collaborate, create, and reimagine possibilities
Think big and move fast
Commitment to put patients first and improve lives
Opportunity to be a builder
Meaningfully shape the future of cardiac health, the company, and your career
Empathetic, personalized support
Individuals feel heard, informed, and valued
Verify insurance, investigate benefits coverage, estimate out-of-pocket costs, and discuss patient payment options
Troubleshoot product, service, and enrollment issues with sensitivity and urgency
Liaison between patients and iRhythm
Ensure requests are completed accurately and in compliance with regulatory standards
Deliver accurate, timely support
Resolve inquiries efficiently
Ensure all service requests are handled to compliance and quality standards
Make outbound calls to patients to explain coverage, responsibilities, or payment options
Respond to inquiries, manage tickets/emails, and provide timely updates
Document all interactions and coverage details in Salesforce with accuracy
Maintain updated and complete patient and insurance records
Participate in meetings and training in a virtual/on-camera environment
Ensure compliance with FDA regulations and HIPAA privacy requirements
Consistently meet productivity, quality, and service-level metrics
Provide support to other teams during peak periods and participate in cross-training
Enhance skills and knowledge
Other duties as business needs arise
Secure, private, distraction-free workplace
Desk setup for laptop and dual monitors
Reliable high-speed internet: minimum 50 Mbps upload / 150 Mbps download, with direct router connection
Quality scores at or above minimum requirements
Compliance with HIPAA, privacy, and regulatory standards
Consistent achievement of service-level metrics (call handle time, wrap time, productivity, availability, quality)
Strong attendance and schedule adherence
More than a job—an opportunity to directly improve patient care
Build career in a mission-driven company
Reimagine the way cardiac arrhythmias are diagnosed
Opportunity to think big and build the future
Potential to deepen impact, seek new opportunities, and advance career
Driven by purpose
Growth means opportunity
Build the future