Patient and Family Advisor

Jobtailor; Deutschland; Remote; EUR 32.000 - 52.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a Family Support Specialist to serve as the primary contact for inquiring families, handling calls, texts, and emails with empathy and professionalism.

You will educate families about the program, navigate insurance workflows, verify eligibility, manage Single Case Agreements, and collaborate with cross-functional teams while protecting HIPAA-compliant information.

Qualifikationen

• 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

Aufgaben

• 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

Kenntnisse

Customer Advocacy

Health Insurance Knowledge

HIPAA Compliance

CRM Platform Proficiency

Support Ticketing Workflows

Tools

Salesforce

ZohoCRM

AI Tools

Help Desk Systems

Jobbeschreibung

• 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.

Highest-signal resume keywords

• Customer Advocacy
• Health Insurance Knowledge
• HIPAA Compliance
• CRM Platform Proficiency
• Support Ticketing Workflows

Hard Skills

• Insurance Verification
• Billing Knowledge
• Eligibility Verification
• Single Case Agreements Management
• Onboarding Barrier Resolution

Soft Skills

• Empathy
• Resilience
• Effective Communication
• Collaboration
• Problem-Solving

Industry Keywords

• Protected Health Information
• HIPAA Regulations
• Complex Insurance Workflows
• Family Support
• Organizational Projects

Tools & Technologies

• Salesforce
• ZohoCRM
• AI Tools
• Help Desk Ticketing Systems