Patient Advocate

LucyRx•Las Vegas, NV

3d•Remote

About The Position

The Patient Care Advocate delivers high-quality, empathetic, and efficient support to LucyRx members through Care Guide programs, including inbound member support and proactive outreach. The role is a frontline contact for member inquiries, follow-up, issue resolution, and guidance, providing timely, accurate assistance in accordance with company standards and applicable regulations. The Patient Care Advocate works 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. The role also documents member interactions and outcomes, identifies issues and trends, and escalates complex or sensitive cases when appropriate. LucyRx describes itself as an independent, next-generation pharmacy benefits manager transforming pharmacy benefits through people-first solutions and its proprietary LucyIQ AI platform. The company is a remote-first, collaborative team focused on simplifying healthcare and improving prescription management.

Requirements

Experience in healthcare operations, patient advocacy, care coordination, customer service, or a related field is 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 a member-centered mindset.
Candidates without a current Certified Pharmacy Technician (CPhT) credential must demonstrate the ability and willingness to obtain certification within six months of hire or promotion into the role.

Nice To Haves

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 member outreach with timely, accurate, and compassionate Care Guide support.
Conduct proactive outreach for assigned 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 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.
Adhere to 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 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 follow applicable regulatory, client, and internal requirements.
Apply quality standards and best practices consistently, and report quality concerns or recurring compliance issues.
Coordinate with Client Success, Clinical, Pharmacy, Quality, and Analytics teams as needed to support timely member resolution.
Share frontline insights, trends, and recurring issues with the Team Lead or leadership to support continuous improvement.