Contact Center Patient Advocate (Healthcare)

TL;DR

Contact Center Patient Advocate (Healthcare): Serving as the primary liaison between patients and the organization, ensuring a positive and seamless experience across all touchpoints with an accent on converting inbound inquiries and appointment requests into scheduled visits. Focus on resolving patient concerns, supporting navigation of services, and advocating for patient needs while upholding organizational standards.

Location: Dallas, TX

Company

hirify.global (BHG) provides accessible and effective treatment for opioid use disorder.

What you will do

• Serve as the first point of contact for patients via phone, chat, or online requests.
• Convert inbound inquiries into scheduled appointments and offer alternative appointment options to prevent lost opportunities.
• Listen empathetically to patient concerns, document issues clearly, and coordinate appropriate follow-up actions.
• Investigate service-related complaints, resolve issues within defined SLAs, and identify patterns for systemic improvements.
• Partner closely with call center peers, supervisors, and QA teams to provide feedback on service trends.
• Document all cases, actions taken, and resolutions accurately in Salesforce/SAMMS, following HIPAA guidelines.

Requirements

• High school diploma required; associate or bachelor’s degree in healthcare, social work, psychology, or related field preferred.
• 2+ years in a call center, patient access, customer service, or healthcare support role.
• Proficiency with CRM, EHR, call center software, and multi‑channel communication tools.
• Exceptional communication, active listening, and de‑escalation skills.
• High emotional intelligence and compassion.
• Ability to work effectively in a high‑volume inbound environment.

Culture & Benefits

• Equal opportunity, affirmative action employer.
• Providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.