Customer Care Advocate
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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
