Patient & Family Advisor

InStride Health, Inc.; United States; Remote; USD 48,000 - 66,000; Full time

Benefits offered by this job

401k with match

Flexible PTO

Paid holidays

Paid service days

4 week paid sabbatical

12 week paid parental leave

Job summary

InStride Health, Inc. is seeking a Patient and Family Advisor to be the first point of contact for families seeking pediatric mental health care.

You will educate families about our program, guide them through insurance onboarding, and advocate for access to evidence-based treatments while coordinating with cross-functional teams. This role emphasizes empathy, strong communication, and the ability to navigate complex healthcare systems.

Qualifications

• Proven experience working closely with customers, patients, or families
• Comfort communicating over phone and digital channels
• Knowledge of health insurance basics (billing, verification, benefits) preferred
• Experience with HIPAA and handling PHI securely

Responsibilities

• Educate families on InStride’s program, treatment methods, and outcomes
• Build trust and advocate for families facing barriers to care
• Navigate complex insurance workflows and verify eligibility
• Coordinate with internal teams (Payer, Scheduling, Authorization, Growth, Clinical)
• Pilot new workflows and provide feedback to improve processes
• Leverage AI tools to automate tasks and daily workflows
• Maintain accurate records in CRM and internal systems per HIPAA rules

Skills

Customer service

Empathy

Communication

CRM usage

AI tooling

Tools

Salesforce

ZohoCRM

Support ticketing

Job description

InStride Health’s mission is to deliver specialty anxiety and OCD care that works for every kid, teen, young adult, and family who needs it. Through this mission, we are expanding access to insurance-based care, increasing engagement in treatment, and improving treatment outcomes. We are doing this by combining research-backed clinical care and innovative technology to eliminate the major problems with care today: difficulty finding providers, months of waiting to be seen, arduous onboarding processes, and inconsistent use of evidence-based therapies and outcomes tracking. Our vision is to become the nation’s most trusted provider of pediatric anxiety and OCD care.

TeamInStride Health: Our Core Values

• Give Heart: We lead with heart, treating patients and their families the way we want our loved ones to be treated.
• Work Smart: We find smarter ways to solve hard problems and fix the broken mental health system by leveraging technology, diversity of thought, and innovation.
• Have Humility: We leave our egos at the door, empowering our team to collaborate, celebrate diversity, and adopt a growth mindset.
• Embrace Community: We all belong. We are in this together, and we never worry alone. We believe in each other and recognize that every voice matters.

About the Role

As a Patient and Family Advisor at InStride Health, you will be the first point of contact for prospective families, guiding them through the process of accessing life-changing care. Working as a vital part of a small, close-knit team, you will have significant opportunities to contribute to our growth and support one another. You will champion the program by building relationships, educating families about our services, helping them navigate the complexities of insurance, and providing concierge-level support from pre-application through onboarding. With a strong focus on patient advocacy, you’ll help individuals who have faced challenges navigating the healthcare system, ensuring they receive the support they need. If you are a warm, empathetic person who is passionate about mental health care and energized by providing exceptional service, this is the perfect role for you.

Responsibilities:

• Patient & Family Education: Serve as the primary contact for inquiring families, handling inbound and outbound calls, texts, and emails to educate them on InStride’s program, treatment methods, and clinical outcomes.
• Relationship Building: Foster trusting relationships by offering empathetic guidance and advocating for families facing hurdles in accessing care.
• Process & Insurance Navigation: Proactively reach out to families to resolve onboarding barriers and keep them "unstuck". Confidently navigate complex insurance workflows—including verifying eligibility against specific payer contracts, managing Single Case Agreements, and coordinating with the authorization team. Connect directly with insurance representatives, pushing back when necessary to secure accurate information and fiercely advocate for our families.
• Collaboration & Cross-Coverage: Act as a central liaison connecting families with our internal teams—including Payer, Scheduling, Authorization, Growth, and Clinical staff. Maintain a team-first mindset with a constant readiness to jump in, support, and cover for colleagues as needed.
• Innovation & Workflow Piloting: Actively step in to pilot new workflows, participate in organizational projects, and provide constructive feedback to refine team processes.
• Technology & Automation: Maintain a continuous improvement mindset with a willingness to utilize and learn AI tools to automate tasks and optimize daily workflows.
• Documentation & Process Management: Efficiently manage help desk tickets and maintain precise records within our CRM and internal systems, strictly adhering to HIPAA regulations to safely handle Protected Health Information.

What You Need to Succeed in the Role

• Proven experience working closely with customers, patients, or families—including handling difficult conversations and communicating comfortably over the phone and other digital channels.
• General health insurance knowledge (billing, verification, benefits, cost-sharing, and eligibility) is highly preferred.
• Prior experience with HIPAA regulations and securely handling Protected Health Information is preferred.
• Highly resilient, comfortable navigating ambiguity, and eager to thrive within a fast-paced, collaborative team environment.
• Comfort navigating CRM platforms (e.g., Salesforce, ZohoCRM) and support ticketing workflows to ensure seamless, timely communication and follow-ups with families.
• A strong collaborative spirit with a readiness to pilot new workflows, learn AI tools, and actively share constructive feedback.
• A warm, empathetic nature paired with a genuine passion for delivering exceptional support and creating positive experiences for families.

The starting annual salary for this role is $57,000 with a 9-5 ET schedule. We maintain consistent starting salaries and salary bands to ensure our team members have a clear path for growth within their roles, allowing their compensation to increase as they gain experience at InStride.

Why Join Our Team

• Generous benefits package (401k with match, Flexible PTO, paid holidays, paid service days, 4 week paid sabbatical, 12 week paid parental leave, health benefits starting on your first day, and more)
• Opportunity to join a mission-driven company that is changing the landscape of pediatric mental health treatment
• Chance to make a far-reaching impact by helping children and families access desperately-needed, evidence-based care
• Opportunity to work with talented and experienced team members who have devoted their lives to solving this problem
• Fully virtual: work from the comfort of your home with periodic in-person retreats

Commitment to Diversity, Equity, Inclusion, & Belonging (DEIB)

We want to make our clinical services available for everyone, no matter where you come from, what you look like, or how you identify. To achieve this, we recognize we must continually make progress in building a more diverse, equitable, and inclusive team. Through these efforts, we support two primary objectives at InStride Health:

• Providing high quality patient care to families. We are in a privileged position to support families during a vulnerable time in their lives. We approach all families and each other with compassion and are most effective as a diverse team where all individuals feel valued, respected, and accepted.
• Building a mission-driven business that lasts. Specifically, we believe our commitment to a supportive culture improves innovation, decision-making, and efficiency.

We invite you to share any additional information about yourself or your experiences that may not be reflected in your CV. Inclusion of this information is completely voluntary.

Beware of fake job postings and offers. All official communications from InStride Health will come from email addresses ending in @instride.health.We will never ask for personal information such as Social Security numbers or bank details during the application process.If you receive a suspicious job offer or communication, please contact our recruitment team directly ( [e-mail] ) to verify its authenticity.

AI in the Hiring Process at InStride Health