Patient Care Advocate

📋 Description

• • As a Patient Care Advocate at 9amHealth, you will be at the forefront of delivering exceptional cardiometabolic care, serving as the primary point of contact for our valued members. Your role is pivotal in ensuring a seamless and supportive healthcare journey, addressing inquiries across multiple communication channels including phone, text, email, and in-app messaging. You will be an integral part of our dedicated Care Team, collaborating closely with clinical specialists to guarantee that every member receives accurate, timely, and empathetic assistance.
• • Your core responsibility will be to provide comprehensive support, guiding members from their initial enrollment through their ongoing care experience. This involves expertly answering a wide range of questions, troubleshooting technical and product-related issues, and efficiently directing members to the most appropriate resources or team members to ensure their needs are met with promptness and kindness. You will be instrumental in maximizing insurance coverage, thereby enhancing the personalized member experience beyond traditional healthcare settings.
• • A key aspect of this role is the prioritization of communication channels, with inbound phone calls, including those from partnership teams, taking precedence. Following closely are inbound in-app messages and text messages, then inbound emails. This structured approach ensures that urgent member needs are addressed swiftly and effectively, maintaining the high standards of care that 9amHealth is committed to.
• • You will be expected to provide timely technical and product support, consistently meeting or exceeding established Service Level Agreements (SLAs). This requires a proactive approach to follow up on any unresolved inquiries or issues, ensuring complete resolution and member satisfaction. Your ability to manage and maintain up-to-date member information with the utmost respect for confidentiality and data protection protocols will be crucial.
• • Becoming an expert on 9amHealth’s innovative products and services is essential. This knowledge will empower you to effectively assist members in navigating complex insurance approval processes, including prior authorizations and claims, thereby reducing barriers to their care. You will also play a vital role in identifying emerging trends that affect the broader member base, translating these observations into actionable insights for the team.
• • Maintaining a positive, empathetic, and patient-focused attitude in all interactions is paramount. You will act as a champion for change, embracing new processes, clients, and responsibilities with enthusiasm and a commitment to continuous improvement. Consistently meeting or exceeding customer satisfaction metrics is a key performance indicator for this role, reflecting your dedication to delivering outstanding support.
• • This role requires a deep understanding of healthcare platforms, such as Electronic Medical Records (EMRs), and proficiency in customer service platforms like Zendesk for efficient communication, documentation, and data management. You will be responsible for accurately documenting all member interactions, ensuring seamless care coordination and a comprehensive understanding of each member's journey.
• • You will be part of an empathetic and motivated team that thrives on open communication, constructive feedback, and a shared passion for improving cardiometabolic health outcomes. Your contributions will directly impact the lives of individuals seeking to manage chronic conditions, making a tangible difference in their health and well-being. The shifts available are Monday - Friday, with options for 6:00 am - 2:30 pm PST or 8:00 am - 4:30 pm PST, providing flexibility for candidates based on the West Coast.
• • Ultimately, as a Patient Care Advocate, you are the voice and support system for our members, embodying 9amHealth's mission to create a new standard of care. Your dedication to excellence, combined with your compassionate approach, will be key to fostering trust and ensuring our members feel supported, understood, and empowered on their path to a healthier life. This role offers a unique opportunity to grow within a dynamic health tech startup environment, contributing to a mission-driven company that is revolutionizing cardiometabolic care.