This is a remote position.
The Patient Advocate serves as a vital liaison between patients, medical offices, and drug manufacturers. The primary objective of this role is to navigate and coordinate complex processes to ensure patients receive their required medications at no cost. This role requires a unique blend of clinical understanding, administrative precision, and deeply empathetic communication.
As this is a night shift position handling sensitive medical data, the successful candidate must demonstrate an exceptional level of confidentiality, discretion, and professionalism, while maintaining high productivity under minimal supervision.
Duties and Responsibilities
Patient Coordination & Communication
Stakeholder Liaison: Coordinate efforts between patients, healthcare providers, and drug manufacturers to facilitate medication access.
Phone Engagement: Spend 40–70% of shifts on inbound and outbound calls, utilizing professional phone etiquette and communication scripts.
Relationship Building: Build sustainable, trusting relationships with patients by providing "above and beyond" customer service.
Program Education: Help members understand program solutions, answer procedural questions, and provide general information.
Prescription Management: Proactively call doctors’ offices to obtain and maintain current patient prescriptions.
Administrative & Technical Operations
Data Management: Utilize multiple systems to document task statuses, update key information, and pull data reports.
Documentation: Complete all required paperwork for order processing while adhering strictly to compliance standards.
Process Improvement: Adhere to established guidelines while recommending improved procedures to increase efficiency.
Compliance & Professionalism
Confidentiality: Maintain absolute patient confidentiality in strict accordance with HIPAA and other regulatory standards.
Self-Management: Operate effectively in a professional environment with minimal supervision, meeting all scheduled activities in a timely manner.
Required Skills and Qualifications
Educational Background:
Priority:
Pharmacy: Graduate of BS Pharmacy or Pharmacy Assistant certification.
Nursing: Graduate of BS Nursing (BSN); licensed or underboard.
Can be considered:
Allied Health: Graduates of Medical Technology, Biology, or Health Science programs with a strong grasp of medical terminology.
Communication:
Exceptional verbal and written communication skills, with a focus on professional phone etiquette and active listening.
Interpersonal Skills:
A patient, empathetic approach with the ability to build rapport and gain trust from members to obtain sensitive information.
Technical Proficiency:
Technically savvy and comfortable navigating multiple systems, data input, and reporting (Microsoft Office or Google Suite proficiency required).
Operational Mindset:
Process Oriented: Ability to follow scripts and adhere to strict standards/guidelines.
Work Ethic:
Self-motivated, coachable, and comfortable working in a fast-paced environment.
Shift Readiness:
Proven ability to maintain a high level of professionalism and alertness during night/graveyard shifts with minimal supervision.
Integrity:
Demonstrated high level of confidentiality and discretion regarding sensitive patient data (HIPAA compliance).
Good To Have:
Prior experience:
In high-touch customer service roles in a healthcare account.
US Healthcare BPO Experience: Candidates who have previously worked on US-based Medical Billing, Insurance Verification, or Utilization Management accounts.
Medical Records Clerks: Individuals experienced in handling Sensitive Health Information (SHI) and electronic health records (EHR).
Clinical Research Coordinators: Professionals used to coordinate between different stakeholders (doctors, patients, and labs) while maintaining strict documentation.
Employee Benefits
Supplemental Pay Types
