Patient Care Advocate

9amHealth

79d • $27

About The Position

As a Patient Care Advocate at 9amHealth, you'll provide comprehensive support to our members. You'll play a key role in the Care Team, directly interacting with members through phone, text, email, and messaging. You'll collaborate with clinical specialists to ensure a seamless healthcare experience. As the first point of contact, you'll assist members with questions ranging from enrollment to their care journey, and directing them to the appropriate team members to address their needs promptly and kindly. You'll be part of an empathetic and motivated team that values open communication and feedback and deeply cares for each member. In the Patient Care Advocate role, we prioritize maximizing coverage to provide an enhanced, personalized member experience that goes above and beyond the typical doctor's office. Responding to members through various channels is the top priority of this role. Each communication channel is assigned and prioritized by the team in the following order: Inbound phone calls, Inbound in app messages and text messages, Inbound emails, Other assigned duties as notated in the daily schedule.

Requirements

• 2+ years of experience in customer service in a healthcare setting.
• Strong written and verbal communication skills, with the ability to explain complex healthcare information clearly and empathetically.
• Excellent problem solving skills, including de-escalation and quick resolution abilities.
• Proficiency in using customer service platforms (e.g., Zendesk) and healthcare platforms (e.g., EMRs) for patient communication, documentation, and data management.
• Ability to multitask and manage priorities in a fast-paced environment.
• Compassionate, patient focused approach, committed to delivering excellent care and support.
• Willingness to work flexible hours, including early mornings, evenings, or weekends, based on business needs.
• Reliable high speed internet and a quiet, distraction-free workspace to ensure patient privacy.
• Familiarity with insurance processes (e.g., prior authorizations, claims) and managing confidential patient data in compliance with HIPAA.

Nice To Haves

• Proven self starter with a positive, motivational attitude, demonstrating initiative and the ability to work independently while inspiring and encouraging team members.
• Experience working at a health tech startup.
• Proficiency in speaking Spanish.

Responsibilities

• Provide timely technical and product support via messaging and phone calls to our members, ensuring all inquiries meet or exceed established SLAs (Service Level Agreements).
• Proactively follow up on unresolved inquiries or issues to ensure full resolution.
• Work closely with the clinical team members to ensure accurate and timely information is conveyed to members.
• Accurately document all member interactions in the appropriate systems to ensure seamless care coordination.
• Manage and maintain up to date member information, respecting confidentiality and data protection protocols.
• Become an expert on 9amHealth’s products and services.
• Assist members in navigating complex insurance approval processes.
• Identify trends affecting the broader member base and communicate insights to the team.
• Maintain a positive and empathetic attitude in all interactions, including being a champion for changes, whether this is new processes, new clients, and/or new responsibilities.
• Consistently meet or exceed customer satisfaction metrics.

Benefits

• Comprehensive benefits package, including health, dental, and vision insurance.
• Flexible PTO and work from home options.
• Professional development budget and support for continuing education.
• Opportunity to make a meaningful impact on chronic disease management and patient outcomes.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level