Family Health Advocate - Remote

Lensa; Columbus (OH); Remote; USD 35,000 - 45,000; Full time

Job summary

A leading digital health company is seeking a Family Health Advocate to provide support to members through personalized resource facilitation and healthcare navigation. This remote role emphasizes effective communication and problem-solving skills to help members achieve their health goals.

Qualifications

• Experience in customer service within healthcare contact centers.
• Proven success in resolving high-level or sensitive customer service issues.

Responsibilities

• Answer inquiries regarding eligibility and benefit education.
• Support for spending accounts, pharmacy, and disability.
• Provide proactive care guidance and member engagement.

Skills

Communication

Problem Solving

Education

High school / GED diploma

2-year associate's degree in healthcare/health sciences

Job description

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Job Description

Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.sharecare.com.

Job Summary

Start Date: Monday, June 16th, 2025

Training Schedule: Monday- Friday, 8:00am-4:00pm CST

The role of the Family Health Advocate is an exciting and innovative remote role created to provide meaningful support to members and their families through personalized resource and referral facilitation, issue resolution, and healthcare navigation. Utilizing motivational interviewing and guided approaches, the family health advocate will play a critical role in supporting members to achieve their health goals, reduce costs, and optimize quality care.

Essential Job Functions

• Answer inquiries from members (via voice and chat) regarding eligibility, benefit education, open enrollment / new hire plan selection, claims issues, ID card issues, grievances/appeals, utilization management (UM) status, including but not limited to medical, dental, and vision plans.
• Provider search (PCP, specialty, and facility), focused on healthcare cost and quality, and present premier provider options, including but not limited to medical, dental, and vision plans.
• Support for spending accounts, pharmacy, and disability.
• Assistance with incentives and rewards.
• Aid with ordering durable medical equipment (DME).
• Community resource search.
• Member preferences management.
• Coordinate issue resolution with providers, payers, or 3rd parties for claims adjustments, grievances and appeals submissions, utilization management intake or status, complex pharmacy inquiries, and complex spending account inquiries.
• Provide proactive care guidance for various value-add opportunities, including closing care gaps, proactive benefits education, preparing members for scheduled procedures, and referring members to available third parties for care management and second opinions.
• Refer members to Clinical Advocates (Nurse) for conditions requiring clinical care and case management assistance.
• Understand and communicate benefit design packages to members as defined by the employer.
• Interact with members verbally and in written form to ensure appropriate engagement.
• Explain plan benefit design, handle benefit and enrollment issues, and drive member engagement into appropriate programs and offerings.
• Act as an educator on healthcare-related inquiries.

Specific Skills/Attributes

• Excellent multi-channel communication and problem-solving skills.
• Effective communication in voice and chat channels, including critical thinking, typing, grammar, and spelling skills.

Qualifications

• High school / GED diploma.
• 2-year associate's degree in healthcare/health sciences or equivalent experience, or experience in roles such as Health Guide/Advocate/Navigator, Medical Assistant, Pharmacy Technician, and others listed.
• Experience in customer service within healthcare contact centers, provider offices, or healthcare institutions.
• Proven success in resolving high-level or sensitive customer service issues.

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status, or other protected status under law.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting

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