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
- 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
- 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.
Nice To Haves
- Experience in Healthcare operations, Patient Advocacy, Care Coordination, customer service, or related fields preferred
- Experience in PBM, Specialty Pharmacy, or Healthcare services preferred
- Certified Pharmacy Technician (CPhT) credential preferred
- 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
