Customer Care Advocate (Healthcare)

TL;DR

Customer Care Advocate (Healthcare): Serve as front-line support in a high-volume inbound contact center assisting patients and providers with an accent on insurance verification, troubleshooting issues, and ensuring regulatory compliance. Focus on resolving inquiries efficiently, documenting interactions in Salesforce, and providing personalized empathetic service.

Location: Remote - US (Tuesday-Saturday shift 3pm-11:30pm CST; occasional in-office if within 45 minutes of hirify.global location).

Estimated Pay Range: $20.60 - $25.75

Company

Leading digital healthcare company developing wearable biosensors and cloud-based analytics for cardiac monitoring and arrhythmia detection.

What you will do

• Provide empathetic support to patients and providers, verifying insurance, estimating costs, and discussing payment options.
• Troubleshoot product, service, and enrollment issues while acting as liaison between patients and internal teams.
• Handle inbound inquiries, manage tickets and emails, make outbound calls, and document all interactions in Salesforce.
• Maintain patient and insurance records, ensure compliance with HIPAA and FDA regulations.
• Participate in meetings, training, and cross-training while meeting productivity, quality, and service-level metrics.

Requirements

• High school diploma or equivalent.
• 2–3+ years customer service in high-volume environment (60+ activities/day).
• Strong verbal and written communication skills, empathetic and proactive.
• Proficient in Microsoft Office (Outlook required), typing 40+ WPM.
• Ability to handle sensitive information, stressful situations, and adapt in fast-paced environment.
• Resourcefulness, emotional intelligence, independent judgment.

Nice to have

• Experience in healthcare, medical devices, or patient support.
• Knowledge of health insurance, benefits investigation, or reimbursement.
• CRM software experience, especially Salesforce.

Culture & Benefits

• 24/7 patient support with shift flexibility after 90 days, quarterly reviews, and holiday shifts.
• Secure home office setup required: high-speed internet (50/150 Mbps), desk for laptop and dual monitors.
• Mission-driven environment focused on patient care and innovation in cardiac health.
• Opportunities for growth, cross-training, overtime, and career advancement.
• Inclusive workforce with reasonable accommodations for disabilities.