Patient Care Advocate

Join9am; United States; Remote; USD 28,000 - 40,000; Full time

Job summary

9amHealth is seeking a Patient Care Advocate to support members across channels and coordinate with clinical specialists. You will be the first point of contact, guiding members through enrollment, insurance processes, and care journeys with empathy and accuracy.

You will engage via phone, text, and in-app messaging, ensuring timely responses and documentation. Prior experience in healthcare customer service, Zendesk, and HIPAA awareness is required.

Qualifications

• 2+ years of customer service experience in a healthcare setting.
• Excellent written and verbal communication; can explain complex healthcare info clearly and empathetically.
• Proven self-starter with initiative; can work independently and motivate others.
• Strong problem-solving and de-escalation skills for quick resolutions.
• Familiarity with Zendesk, EMR systems, and HIPAA privacy requirements.

Responsibilities

• Provide timely technical and product support via messaging and phone calls to members.
• Proactively follow up on unresolved inquiries to ensure full resolution.
• Collaborate with clinical team to convey accurate information to members.
• Document all member interactions in the systems for care coordination.
• Manage and update member information while ensuring confidentiality.
• Become an expert on 9amHealth products and services.
• Assist members in navigating complex insurance approval processes.
• Identify trends and communicate insights to the team.
• Maintain a positive, empathetic attitude and champion new processes or clients.
• Meet or exceed customer satisfaction metrics.
• Handle other duties per daily schedule.

Skills

Customer service

Communication

Problem solving

HIPAA compliance

Zendesk

EMRs

Google Suite

Data management

Multitasking

Empathy

Tools

Zendesk

EMRs

Google Suite

Job description

About 9amHealth

9amHealth is an AI-enabled virtual specialty care platform focused on managing high-cost chronic conditions at scale. The company partners with employers, health plans, and pharmacy benefit managers to deliver comprehensive, cost-effective medical care for individuals living with obesity, diabetes, hypertension, and dyslipidemia. Members receive access to specialized clinicians, including endocrinologists, obesity medicine specialists, and clinical pharmacists, at-home lab testing, prescription medications, and lifestyle support.

9amHealth was founded in 2021 and is backed by leading healthcare investors like Define Ventures, SemperVirens, 7Wire Ventures, and The Cigna Group Ventures.

What it is

As a Patient Care Advocate at 9amHealth, you'll provide comprehensive support to our members. You'll play a key role in the Care Team, directly interacting with members through phone, text, email, and messaging. You'll collaborate with clinical specialists to ensure a seamless healthcare experience. As the first point of contact, you'll assist members with questions ranging from enrollment to their care journey, and directing them to the appropriate team members to address their needs promptly and kindly. You'll be part of an empathetic and motivated team that values open communication and feedback and deeply cares for each member.

In the Patient Care Advocate role, we prioritize maximizing coverage to provide an enhanced, personalized member experience that goes above and beyond the typical doctor's office. Responding to members through various channels is the top priority of this role. Each communication channel is assigned and prioritized by the team in the following order:

• Inbound phone calls, including calls from partnership teams
• Inbound in app messages and text messages
• Inbound emails
• Other assigned duties as notated in the daily schedule.

What you'll do

• Provide timely technical and product support via messaging and phone calls to our members, ensuring all inquiries meet or exceed established SLAs (Service Level Agreements).
• Proactively follow up on unresolved inquiries or issues to ensure full resolution.
• Work closely with the clinical team members to ensure accurate and timely information is conveyed to members.
• Accurately document all member interactions in the appropriate systems to ensure seamless care coordination.
• Manage and maintain up to date member information, respecting confidentiality and data protection protocols.
• Become an expert on 9amHealth's products and services.
• Assist members in navigating complex insurance approval processes.
• Identify trends affecting the broader member base and communicate insights to the team.
• Maintain a positive and empathetic attitude in all interactions, including being a champion for changes, whether this is new processes, new clients, and/or new responsibilities.
• Consistently meet or exceed customer satisfaction metrics.

Important: This job description is not intended to be a comprehensive list of all activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time, with or without notice. 9amHealth reserves the right to modify job duties or assign additional responsibilities as needed to support business objectives.

What you need

Minimum Qualifications

• 2+ years of experience in customer service in a healthcare setting.
• Strong written and verbal communication skills, with the ability to explain complex healthcare information clearly and empathetically.
• Proven self starter with a positive, motivational attitude, demonstrating initiative and the ability to work independently while inspiring and encouraging team members.
• Excellent problem solving skills, including de-escalation and quick resolution abilities.
• Proficiency in using Google (G Suite) applications, customer service platforms (e.g., Zendesk) and healthcare platforms (e.g., EMRs) for patient communication, documentation, and data management.
• Ability to multitask and manage priorities in a fast-paced environment.
• Compassionate, patient focused approach, committed to delivering excellent care and support.
• Willingness to work flexible hours, including early mornings, evenings, or weekends, based on business needs.
• Reliable high speed internet and a quiet, distraction-free workspace to ensure patient privacy.
• Familiarity with insurance processes (e.g., prior authorizations, claims) and managing confidential patient data in compliance with HIPAA.

Preferred Qualifications

• Experience working at a health tech startup
• Proficiency in speaking Spanish

Hourly pay starting at $25/hour

What you can expect at 9amHealth

At 9amHealth, you'll join the exciting environment of a startup with the stability of highly experienced founders that have successfully built a business from scratch. We foster a collaborative learning mindset and a passion for improvement. You'll work with a brand-new