Patient and Family Advisor

Stellenbeschreibung:

Serve as the primary contact for inquiring families
Handle inbound and outbound calls, texts, and emails
Educate families about InStride’s program, treatment methods, and clinical outcomes
Build trusting relationships and advocate for families facing access hurdles
Resolve onboarding barriers and navigate complex insurance workflows
Verify eligibility against payer contracts
Manage Single Case Agreements
Coordinate with the authorization team
Communicate with insurance representatives and advocate for accurate information
Liaise with Payer, Scheduling, Authorization, Growth, and Clinical teams
Provide cross-coverage and support colleagues
Pilot new workflows and participate in organizational projects
Provide feedback to refine team processes
Utilize and learn AI tools to automate tasks and optimize workflows
Manage help desk tickets and maintain accurate CRM and internal-system records
Handle Protected Health Information in compliance with HIPAA regulations

Requirements

Proven experience working closely with customers, patients, or families
Experience handling difficult conversations
Comfortable communicating over the phone and other digital channels
General health insurance knowledge, including billing, verification, benefits, cost-sharing, and eligibility, highly preferred
Prior experience with HIPAA regulations and securely handling Protected Health Information preferred
Highly resilient and comfortable navigating ambiguity
Comfortable working in a fast-paced, collaborative team environment
Comfort navigating CRM platforms such as Salesforce or ZohoCRM
Experience with support ticketing workflows
Readiness to pilot new workflows, learn AI tools, and share constructive feedback
Warm, empathetic nature and passion for exceptional family support

Core Competencies

Demonstrates expertise in customer advocacy and support, with a strong focus on navigating insurance workflows and compliance with HIPAA regulations. Proficient in utilizing CRM platforms and AI tools to enhance operational efficiency and improve family engagement.