SMS Care Advocate

Employer Direct Healthcare, LLC

Job Overview

Location

Remote, USA

Job Type

Full-time

Full Job Description

📋 Description

• Join Lantern, a leading specialty care platform dedicated to connecting individuals with the nation's top specialists and delivering exceptional care with significant cost savings. As a SMS Care Advocate, you will be the crucial first point of contact for members navigating the complex healthcare landscape, embodying our commitment to providing a personalized, empathetic, and efficient consumer experience.
• Your primary role will involve engaging with members telephonically, acting as their dedicated care guide. You will inform them about their Specialist Management Solutions (SMS) benefits, empowering them with knowledge to make informed decisions about their healthcare journey.
• You will proactively reach out to members via outbound calls to introduce them to the advantages of utilizing high-quality surgeons within our network, ensuring they understand the value and benefits available to them.
• Conversely, you will also receive inbound calls from members seeking assistance with understanding their SMS benefits, guidance on appropriate care pathways, and support with scheduling appointments.
• A significant aspect of your role will be to facilitate the coordination of care across various settings. This requires meticulous attention to detail, strict adherence to confidentiality protocols, and the maintenance of the highest level of professionalism at all times.
• You will be responsible for accurately documenting all member interactions, appointments, and updates within our systems, ensuring that our records are precise and up-to-date.
• A key part of your success will be your ability to actively listen to member feedback, concerns, and suggestions. You will be expected to effectively relay this information internally to relevant teams, ensuring that member satisfaction remains paramount.
• Collaboration is vital. You will work closely with internal departments and external partnering companies, including health insurance counterparts, to resolve member inquiries related to benefits, claims, and billing.
• You will analyze member inquiries, concerns, and complaints, providing clear and concise information and effective solutions to ensure a positive resolution.
• As part of a dynamic team, you will contribute to achieving collective performance targets and individual Key Performance Indicators (KPIs), driving the overall success of the SMS Contact Center.
• Adherence to the company's attendance policy and expectations is crucial for maintaining operational efficiency and team reliability.
• You will actively participate in ongoing training and development programs to continuously enhance your skills and knowledge of healthcare navigation and customer service best practices.
• This role offers a unique opportunity to make a tangible difference in the lives of individuals by simplifying their healthcare experience and guiding them towards optimal care outcomes.
• You will be instrumental in helping members understand the cost benefits of high-quality ambulatory surgery centers (ASCs) and Centers of Excellence (COEs), thereby contributing to both their well-being and the employer's cost management goals.
• By providing a concierge navigation approach, you will guide members toward appropriate surgical or non-surgical treatment decisions, setting them on a path for improved health outcomes.
• Your efforts will directly contribute to managing and lowering healthcare costs for employers by redirecting employees to localized, high-quality surgical care settings.
• You will leverage our unmatched provider network to drive savings and positively impact the bottom line for our employer partners.
• Through effective engagement strategies and a deep understanding of our Provider Alliance network, you will ensure a positive and exceptional member experience.
• This position requires a high-energy individual with a deeply empathetic approach and a genuine passion for delivering top-tier customer service.
• You must possess the ability to thrive in a fast-paced call center environment where customer excellence is the absolute priority.
• A passion for helping others and making a meaningful difference within the healthcare space is essential for success in this role.
• You will be a curious, detail-oriented problem-solver, adept at navigating complex situations and finding effective resolutions.
• The role demands strong communication skills, both written and verbal, to effectively interact with members and internal stakeholders.
• You will need to demonstrate strong critical thinking and problem-solving abilities to address diverse member needs.
• The capacity to effectively organize work activities and manage time to meet deadlines is critical.
• This is a fully remote, work-from-home position, requiring candidates to have a reliable high-speed internet connection and a quiet, private workspace suitable for handling confidential information.
• You will be part of a company culture that values LOGIC, INCLUSION, GRIT, HUMANITY, and TRUTH, striving to provide LIGHT and guidance in the often-confusing healthcare landscape.

🎯 Requirements

• High School diploma or equivalent required; Associate's or Bachelor's degree preferred.
• 1-3 years of experience in a customer service, service center, or sales enablement role.
• Strong written and verbal communication skills.
• Ability to work effectively in a team environment.
• Bilingual (Spanish & English) preferred.

🏖️ Benefits

• Paid Training
• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401k with company match

Skills & Technologies

Remote

Degree Required

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Employer Direct Healthcare, LLC

Visit Website

About Employer Direct Healthcare, LLC

Employer Direct Healthcare, LLC provides self-funded employers with direct-pay surgical and musculoskeletal care solutions through its proprietary SurgeryPlus and MSKPlus platforms, negotiating bundled-rate pricing with high-quality provider networks and delivering care-navigation services to reduce medical costs and improve outcomes.

View Company Profile