Patient Care Advocate II - Patient Support Center

Rely Health; Burr Ridge (IL); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Care Advocate II to enhance patient experiences through technology and personal engagement. This role involves guiding patients through their healthcare journey, ensuring seamless communication, and coordinating essential services. With responsibilities ranging from assisting with medical forms to collaborating with healthcare resources, the Care Advocate II plays a vital role in improving patient transitions. If you are passionate about healthcare and possess strong customer service skills, this opportunity offers a rewarding path in a supportive environment.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Life Insurance

Qualifications

• Experience in customer service and call center environments.
• Ability to work independently and manage high productivity.

Responsibilities

• Guide patients through their care journey and coordinate services.
• Communicate effectively with patients and healthcare providers.
• Document all patient encounters accurately.

Skills

Customer Service

Communication

Problem-Solving

Organization

Relationship-Building

Education

High School Diploma or GED

Tools

EHR Documentation

AI Tools

Job description

At Rely Health, each patient receives a steadfast companion on their healthcare journey. Empowered with technology, our patient care navigators ensure high-quality engagement and make comprehensive care more cost-effective and accessible for all patients.

The Care Advocate II guides patients and families throughout their care journey by combining human interaction with technological tools to facilitate a seamless experience from initial intake to post-appointment follow-up. The role involves reducing worry and frustration for patients, families, and caregivers by enhancing communication, coordination, and efficiency across healthcare and transportation systems. Responsibilities include assisting patients with medical forms, obtaining referrals or authorizations, arranging transportation, contacting patients prior to appointments, documenting activities, collaborating with local healthcare resources and insurance plans, and keeping all parties informed about care management. The Care Advocate II also plays a key role in supporting the development of the technology platform to improve patient transitions.

Acting as a personal patient concierge, strong customer service and communication skills are essential, with heavy use of phone (inbound and outbound), email, and AI chat in an office setting. The role requires understanding patient and provider requests and connecting patients to appropriate resources. Success is measured by results-oriented goals and metrics.

Shift Times Available (CT Zone):

• 8:30 a.m. to 5 p.m.
• 10:00 a.m. to 6:30 p.m.
• 12:30 p.m. to 9:00 p.m.

Responsibilities include:

• Providing advanced coordination across multiple patient care pathways using tech-enabled workflows.
• Establishing relationships with patients and their families or caretakers.
• Supporting patients with digital forms and surveys using AI tools.
• Facilitating patient engagement through proactive outreach and digital communication.
• Communicating available services clearly to patients and caregivers.
• Coordinating transportation for patients.
• Maintaining contact with healthcare leadership and participating in initiatives.
• Ensuring excellent customer service and relaying patient feedback.
• Investigating and resolving inquiries and concerns promptly.
• Complying with HIPAA and protecting patient information.
• Developing expertise in insurance benefits and exclusions.
• Documenting all encounters accurately in software applications.
• Analyzing patient data to identify care gaps and initiating outreach.
• Collaborating with AI tools to manage high-acuity cases.
• Meeting KPIs related to service levels, call volumes, and quality standards.
• Participating in team meetings and supporting training of Level I navigators.

Technology Integration includes testing new tools, providing feedback, and utilizing platforms to enhance patient interactions and streamline workflows.

Minimum Qualifications:

• High school diploma or GED
• Experience in customer service
• Ability to work independently with high productivity
• Experience in a call center environment
• Healthcare experience

Preferred Qualifications include caregiver experience, hospital or public health experience, familiarity with underserved populations, knowledge of Medicare/Medicaid, fast typing skills, EHR documentation experience, and proficiency with technology and apps.

Core competencies involve knowledge of medical terminology, HIPAA, computer skills, customer service, communication, organization, relationship-building, problem-solving, and a non-judgmental attitude.

Rely Health values diversity and is committed to equal opportunity employment.

Working conditions involve an office call center setting with frequent use of phones and computers, with prolonged sitting expected.

Benefits include a comprehensive package with health, dental, vision, disability, life insurance, and more. The target start date is rolling from mid-May 2025, based in Burr Ridge, IL, with full-time hours, Monday to Friday, at $20-$23/hour depending on experience and organizational factors.