Care Advocate
$55,000–$65,000 year
Remote
Job Summary
Prioritize tasks and manage a schedule of high-volume introductory video appointments with members. Promptly answer member questions, assist with product-related needs, and provide personalized recommendations while navigating healthcare networks to ensure access to care and investigate available resources. Coordinate with team members to facilitate timely access, provide follow-up, and close the loop on outstanding items. Deliver an exceptional member experience by appropriately escalating concerns, providing education on program needs, and collaborating with cross-functional partners across Care Delivery, Customer Support, Provider, and Product teams. Anticipate and address members' social determinants of health needs while identifying referral needs and collaborating with Maven providers.
Required Qualifications
- A background in allied health, human services, or healthcare
- 1-2+ years of direct patient care experience or digital health
- Problem-solving skills to help find creative solutions to customer needs, including working in a remote/startup environment
- Ability to remain flexible with changes and have a growth mindset
- Ability to communicate with patients empathetically in writing and verbally, and passionate about creating a positive member experience with optimal outcomes
- Experience achieving KPIs relevant to engagement, satisfaction and productivity
- Proficiency in navigating new technologies and systems as part of working on a remote team
- Experience in family planning and maternal-child health areas/others such as pregnancy, postpartum, fertility, options counseling, menopause, adoption, surrogacy
- Comfort with technology tools like Google suite, CRM platforms, EHRs, and Zendesk
- Certification or licensure in a healthcare related field
- Active work authorization in the US
Desired Qualifications
- Experience in family planning and maternal-child health areas/others such as pregnancy, postpartum, fertility, options counseling, menopause, adoption, surrogacy is preferred, not required
- Comfort with technology tools like Google suite, CRM platforms, EHRs, and Zendesk is preferred, not required
- Certification or licensure in a healthcare related field is preferred, not required
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