Patient Advocate
About The Position
The Patient Care Advocate is responsible for delivering high-quality, empathetic, and efficient support to LucyRx members through our Care Guide programs, including inbound member support and proactive member outreach. This role serves as a frontline point of contact for member inquiries, outreach follow-up, issue resolution, and guidance, ensuring timely, accurate assistance in accordance with company standards and applicable regulations. The Patient Care Advocate works closely with Team Leads, leadership, and cross-functional partners to resolve member needs, support Care Guide program goals, and uphold member experience, quality, and compliance standards.
Requirements
- Experience in Healthcare operations, Patient Advocacy, Care Coordination, customer service, or related fields preferred
- Experience in PBM, Specialty Pharmacy, or Healthcare services preferred
- Strong communication and interpersonal skills
- Ability to meet real-time performance, member outreach, and service metrics
- Excellent problem-solving and decision-making skills
- Knowledge of HIPAA and healthcare compliance standards
- Proficiency in Microsoft Office tools
- High emotional intelligence and member-centered mindset
Nice To Haves
- Certified Pharmacy Technician (CPhT) credential preferred. Candidates who are not currently certified must demonstrate the ability and willingness to obtain certification within six (6) months of hire or promotion into the role.
- Experience in call center or service-based healthcare operations
- Experience supporting remote or distributed teams
- Demonstrated ability to work effectively and adapt in a fast-paced, team-oriented environment
Responsibilities
- Respond to member inquiries and conduct approved member outreach with timely, accurate, and compassionate Care Guide support.
- Perform proactive member outreach in support of assigned Care Guide programs, including education, follow-up, engagement, and resolution of member needs.
- Meet individual productivity, quality, and schedule adherence expectations, escalating concerns as appropriate.
- Follow established Care Guide workflows and outreach priorities to resolve member needs accurately and efficiently.
- Identify operational issues or trends and communicate observations to the Team Lead or leadership.
- Support consistent execution of Care Guide, patient advocacy, and member outreach programs according to established workflows and standards.
- Document outreach attempts, member engagement status, outcomes, and next steps accurately within approved systems.
- Maintain adherence to policies, procedures, documentation requirements, and program-specific expectations.
- Provide frontline feedback to leadership on Care Guide workflow effectiveness, member friction points, and improvement opportunities.
- Identify complex, sensitive, or high-impact member needs during inquiries or outreach and escalate to the Team Lead or leadership when appropriate.
- Support challenging member cases with professionalism, empathy, accuracy, and a member-centered approach.
- Help ensure escalations, outreach outcomes, and follow-up needs are documented, tracked, and communicated through appropriate channels.
- Maintain HIPAA compliance and adherence to applicable regulatory, client, and internal requirements.
- Apply quality standards and best practices consistently in daily work.
- Report quality concerns or recurring compliance issues to the Team Lead or leadership for further action.
- Coordinate with internal teams, including Client Success, Clinical, Pharmacy, Quality, and Analytics, as needed to support timely member resolution.
- Share frontline insights, trends, and recurring issues with the Team Lead or leadership to support continuous improvement across Care Guide programs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
