Personal Health Advocate

LanguageLine Solutions

3d • Remote

About The Position

Health Advocate is the nation's leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need. The healthcare system is complex, leading to frustration, stress, and lost time and money. Often, people don’t know where to call when they need help with their healthcare, which leads to them not getting the care they need when they need it. Health Advocate makes healthcare easier for organizations, their employees, and their employees’ family members. Since 2001, we have been making it easier for people to take control of their health and well-being by personalizing and simplifying the experience. We are proud to deliver services that reduce healthcare costs, support businesses, enrich the workplace, and empower healthy change. Using a combination of personalized help from our compassionate team, proprietary technology, and advancements in data science and machine learning, we help people get the care they need, and make healthy lifestyle choices, when they need it. Our Health Advocates are the heart of our business. Every day, they do important work that guides people to better health and truly improves their lives. You have to have heart to do what we do. If you are dedicated to helping people, looking for meaningful work, and excited about doing a job that is truly life-changing—for you and for the people that you help—apply today!

Requirements

• BSN or RN degree from an accredited college or university (required)
• Active and unrestricted State or Multi-State Registered Nurse license (required)
• Minimum 5+ years of clinical and/or medical management experience
• Strong understanding of medical terminology and healthcare systems
• Excellent verbal communication skills and professional phone presence
• Ability to explain complex healthcare topics to diverse populations
• Highly effective listening, problem-solving, and issue-resolution skills
• Strong organizational and administrative abilities
• Proficiency with Microsoft Word and Excel
• Ability to work effectively in a collaborative, remote team environment
• Establish and maintain professional relationships with internal and external customers
• Collaborate with team members to meet departmental goals
• Deliver customer service that consistently exceeds expectations
• Treat all individuals with dignity, respect, and professionalism
• Escalate workflow or communication issues to leadership as appropriate
• Dedicated, HIPAA-compliant workspace with reliable internet access
• Prolonged sitting and continuous computer and phone use
• Repetitive motion, typing, concentration, reading, and ongoing verbal and written communication throughout the workday

Nice To Haves

• Strong technical proficiency. You are comfortable navigating multiple systems, documenting in case management platforms, and using technology to work efficiently in a fully remote healthcare environment. You adapt quickly to new tools and maintain accuracy while managing digital workflows.

Responsibilities

• Receive inbound member calls related to a wide range of healthcare issues (e.g., infertility, chronic disease, medications, diagnoses)
• Assess needs and determine the best course of action while adhering to established policies, procedures, and performance indicators (KPIs)
• Take ownership of member cases by going beyond the initial request and encouraging continued engagement
• Educate members on their medical conditions, diagnostic testing, test results, and available treatment options
• Explain complex medical and benefit-related information clearly and compassionately
• Build trusted relationships that empower members to actively participate in their healthcare decisions
• Provide members with options for healthcare providers and services based on clinical needs, geographic location, and benefit coverage
• Research providers through credentialing, education verification, and affiliations with recognized medical centers
• Facilitate communication between members, treating physicians, and insurance carriers
• Assist with scheduling and re-scheduling appointments, transferring medical records, resolving access issues, and clarifying benefit provisions
• Intercede on behalf of members to obtain earlier appointments or remove barriers to care
• Support members with prescriptions, pre-service fee negotiations, and authorization-related challenges
• Maintain accurate, timely documentation using approved case management systems and procedures
• Place outbound follow-up calls when issues cannot be resolved during the initial interaction
• Respond to delegate box, answer service, and after-hours calls as required
• Escalate cases appropriately and in a timely basis to supervisors or internal clinical resources
• Stay current on patient care procedures, diagnoses, authorizations, denials, and evolving healthcare practices
• Mentor and support new team members as needed
• Collaborate with colleagues to maintain service excellence and balanced workflows

Benefits

• Employees are given the training they need to do their jobs well
• Supervisors and staff who are supportive and friendly
• Room to grow
• Many of Health Advocate's supervisors are promoted from within the company

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level