Patient Care Advocate

What it is

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, 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. Your shift will be divided into two key areas: part of the time will be spent handling incoming chats, calls, and patient inquiries, while the other portion will focus on either lab work (ordering and uploading labs) or prior authorizations, appeals, and insurance verification.

Shifts are structured to ensure full support for our members, with three options available:

Monday - Friday Shift Times:

• Shift 1: 6:30 am - 3:00 pm EST / 3:30 am - 12:00 pm PST

• Shift 2: 12:00 pm - 8:30 pm EST / 9:00 am - 5:30 pm PST

• Shift 3: 6:00 pm - 2:30 am EST / 3:00 pm - 11:30 pm PST

Sunday - Thursday and Tuesday - Saturday Shift Times:

• Shift 1: 6:30 am - 3:00 pm EST / 3:30 am - 12:00 pm PST

• Shift 2: 12:00 pm - 8:30 pm EST / 9:00 am - 5:30 pm PST

This structure allows us to provide continuous and exceptional care throughout the day, including evenings and weekends, ensuring that we meet and exceed our members' needs at every step of their healthcare journey.

What you’ll do

• 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.

• Consistently meet or exceed customer satisfaction metrics.

What you’ll need

Minimum Qualifications

• 2+ years of experience in customer service, patient support, or a healthcare-related role.

• 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.

Preferred Qualifications

• 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

What you can expect at 9amHealth

At 9amHealth, you'll join the exciting environment of a startup with the stability of highly experienced founders that have successfully built a business from scratch. We foster a collaborative learning mindset and a passion for improvement. You'll work with a brand-new product alongside a small, flexible team of people eager to shape technology, infrastructure, and culture.

Our team members are spread across the globe, with physical sites in San Diego, California, and Vienna, Austria, but we value your culture regardless of where you work.

We offer competitive compensation and benefits, including options for health, vision, and dental plans and 20 vacation days (for full-time employees). Our working model is flexible. Some employees work from home, and some in the office, but we appreciate team members willing to work from and travel to the office as needed.

Our commitment to diversity and inclusion 

Diabetes disproportionately impacts BIPOC (black, indigenous, and people of color) communities. We are committed to creating a workforce that reflects our patients and creating a positive healthcare experience for them. We welcome applications from people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, and foreign-born residents.