Lead Patient Care Advocate

9amHealth

1d•Remote

About The Position

9amHealth is redefining cardiometabolic care with a first of its kind, whole body approach to preventing and treating diabetes, obesity, high blood pressure, and hypertension. Founded in 2021 and backed by top tier investors including 7Wire Ventures, Human Capital, Founders Fund, and Define Ventures, we deliver custom care plans, fast medication delivery, and expert guidance that empower patients to live healthier lives. We believe AI enabled health services will be among the biggest winners of this technology shift, and we’re building accordingly. We already use AI across the product: member facing agents, clinical copilots, automated triage, intelligent care workflows. Our goal is to bring the cost of healthcare down dramatically while providing an incredible experience for both our members and clinicians. AI isn’t a feature on our roadmap, it’s how we think about every feature on our roadmap. We’re a Series B company with over 200 people, growing fast. Our product and engineering team is distributed across the US and Austria, and we’re scaling it significantly.

Requirements

2+ years in healthcare support or customer service, with experience handling escalations or mentoring
Prior experience in supervisory role
Strong written and verbal communication, with a clear and empathetic style
Ability to work independently and collaborate across time zones
Comfortable in a fast-paced, high-growth environment with shifting priorities
Familiar with tools like Zendesk, EMRs, scheduling platforms, and HIPAA/insurance basics
Reliable internet and a quiet, dedicated workspace
Availability during core business hours (ideally 6:30a – 3:00 PM PST)
Commitment to data privacy, security, and company policies

Nice To Haves

Health tech startup experience
Proficiency in Spanish
Familiarity with shift management platforms like Deputy or Rippling

Responsibilities

Provide day-to-day leadership and oversight to the PCA team, including performance management, coaching, and accountability
Monitor queue volumes and team bandwidth; dynamically reassign resources to ensure service level agreements are consistently met across channels (chat, phone, tickets).
Ensure the Block Schedule is kept current and tasks are reassigned as needed.
Serve as the go-to person during your shift for team escalations, technical questions, and real-time decision-making.
Lead 1:1s, performance check-ins, and skill development for individual PCAs
Identify workflow gaps or inefficiencies and collaborate with the Head of Patient Advocacy and other ops leaders to drive continuous improvement.
Partner with the Head of Patient Care Advocacy to oversee shift assignments, time-off requests, and ensure adequate coverage
Own daily and weekly reporting on team metrics, flagging issues early, and driving toward solutions.
Ensure clear, consistent communication by cascading updates from clinical, product, and ops teams to the frontline
Handle complex or sensitive member escalations that require leadership intervention or real-time resolution
Support members with difficult insurance navigation or prior authorization issues if escalated
Ensure all interactions—direct or delegated—meet 9amHealth’s standard for compassionate, respectful care
Work on any needed queues as time allows