Customer Care Advocate

iRhythm Technologies, Inc.; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

A leading company in cardiac health solutions is seeking a Customer Care Advocate to manage inbound calls and assist patients with insurance inquiries. This remote position requires strong customer service skills and experience in healthcare contact centers. Join a team dedicated to improving lives through innovative health solutions.

Qualifications

• 3+ years of customer service experience in healthcare.
• Experience in high-volume Contact Centers.
• Proficiency with virtual communication tools.

Responsibilities

• Manage high-volume inbound calls in the Contact Center.
• Estimate patient responsibility based on benefits coverage.
• Document patient healthcare benefits and recommend payment options.

Skills

Customer service

Communication

Problem-solving

Patience

Emotional intelligence

Education

High school diploma or equivalent

Bachelor's Degree or relevant experience

Tools

Microsoft Office

Salesforce

Job description

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Career-defining. Life-changing.

At iRhythm, you’ll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career.

About This Role

Available Shifts:

• Sunday - Thursday 1:30pm - 10pm CST
• Sunday - Thursday 10am - 6:30pm CST
• Tuesday - Saturday 10am - 6:30pm CST
• Monday - Friday 3pm - 11pm CST
• Monday - Friday 1:30pm - 10pm CST
• Tuesday - Saturday 1:30pm - 10pm CST

Job Overview:

The Customer Care Advocate is responsible for managing a high-volume inbound Contact Center, verifying and investigating patient insurance, estimating benefit coverage and out-of-pocket costs, and discussing patient responsibilities and payment options. Daily responsibilities include answering inbound calls, benefits investigations via phone and web portals, collecting customer information, making outbound calls, and documenting all activities in iRhythm’s support system. The ideal candidate will have experience in healthcare contact centers, benefits investigations, reimbursement, and patient financial counseling.

Responsibilities:

• Answer inbound calls in our Contact Center
• Estimate patient responsibility based on benefits coverage
• Make outbound calls to discuss payment options
• Document details of patient’s healthcare benefits and recommend payment options in Salesforce
• Update records with patient and insurance information
• Assist and cross-train in other departments as needed
• Maintain confidentiality of patient data in compliance with HIPAA
• Maintain consistent work presence and impact during business hours
• Meet productivity metrics and produce high-quality work
• Troubleshoot customer/patient issues related to products and services
• Respond to inquiries, fulfill orders, and provide information
• Maintain positive relationships with customers, patients, and team members

Required Qualifications:

• High school diploma or equivalent
• 3+ years of customer service experience in healthcare
• Experience in high-volume Contact Centers
• Proficiency with Microsoft Office and virtual communication tools
• Strong communication skills
• Flexibility and adaptability in a fast-paced environment
• Excellent customer service skills via multiple modalities
• Patience, professionalism, and emotional intelligence
• Independent thinking and sound judgment

Preferred Qualifications:

• Bachelor's Degree or relevant experience
• Experience with health insurance and reimbursement
• Experience with CRM software and Salesforce

Location: Remote - US

Estimated Pay Range: $20.19 - $25.00

We value diversity and are an Equal Opportunity Employer. We provide accommodations for individuals with disabilities upon request.

About iRhythm:

iRhythm creates trusted digital health solutions that detect, predict, and prevent disease, combining biosensors, cloud analytics, and proprietary algorithms to deliver actionable insights for better health outcomes.