Patient Advocate

LucyRx • Las Vegas, NV

4d • $20 - $24 • Remote

About The Position

The Patient Care Advocate delivers high-quality, empathetic, and efficient support to LucyRx members through Care Guide programs. The role provides inbound member support and proactive outreach, serves as a frontline contact for inquiries and follow-up, resolves issues, and offers guidance in accordance with company standards and applicable regulations. The Patient Care Advocate works with Team Leads, leadership, and cross-functional partners to address member needs, support program goals, and uphold member experience, quality, and compliance standards.

The role supports consistent execution of Care Guide, patient advocacy, and outreach programs; records member contacts and outcomes in approved systems; identifies complex or sensitive cases for escalation; and coordinates with teams such as Client Success, Clinical, Pharmacy, Quality, and Analytics. It also follows HIPAA and other applicable requirements, meets productivity and service expectations, and shares frontline observations to support continuous improvement.

Requirements

• 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 a member-centered mindset.
• If not currently certified as a Pharmacy Technician, must demonstrate the ability and willingness to obtain certification within six months of hire or promotion into the role.

Nice To Haves

• Experience in healthcare operations, patient advocacy, care coordination, customer service, or a related field.
• Experience in PBM, specialty pharmacy, or healthcare services.
• Certified Pharmacy Technician (CPhT) credential.
• 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 outreach with timely, accurate, and compassionate support.
• Conduct proactive outreach for assigned Care Guide programs, including education, follow-up, engagement, and resolution of member needs.
• Meet individual productivity, quality, and schedule-adherence expectations.
• 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.
• Accurately document outreach attempts, engagement status, outcomes, and next steps in approved systems.
• Follow policies, procedures, documentation requirements, and program-specific expectations.
• Provide frontline feedback on workflow effectiveness, member friction points, and improvement opportunities.
• Identify complex, sensitive, or high-impact member needs and escalate them to the Team Lead or leadership when appropriate.
• Support challenging member cases with professionalism, empathy, accuracy, and a member-centered approach.
• Ensure escalations, outreach outcomes, and follow-up needs are documented, tracked, and communicated through appropriate channels.
• Maintain HIPAA compliance and adhere to applicable regulatory, client, and internal requirements.
• Apply quality standards and best practices consistently, and report quality concerns or recurring compliance issues.
• Coordinate with internal teams, including Client Success, Clinical, Pharmacy, Quality, and Analytics, to support timely member resolution.
• Share frontline insights, trends, and recurring issues with the Team Lead or leadership to support continuous improvement.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed