Customer Care Advocate | Tuesday -Saturday (3pm - 11:30pm CST)

iRhythm Technologies, Inc.

2d•$21 - $26•Remote

About The Position

Career-defining. Life-changing. At iRhythm, you’ll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career About This Role: Role: Customer Care Advocate Reports To: Customer Care Supervisor Shift: Tuesday -Saturday (3pm - 11:30pm CST) Location: Remote US Why iRhythm? At iRhythm, you’ll have the opportunity to expand your skills and career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career. About the Role 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.