Remote Patient Care Advocate

LucyRx Health Solutions, Inc.; Las Vegas (NV); Remoto; USD 29.000 - 33.000; Tempo integral

Resumo da vaga

LucyRx Health Solutions, Inc. is seeking aPatient Care Advocate to deliver high-quality, empathetic support to LucyRx members through Care Guide programs.

You will handle inbound inquiries, outreach, issue resolution, and guidance, serving as a frontline contact across cross-functional teams. The role emphasizes timely assistance, adherence to HIPAA and program standards, and collaboration with Team Leads to improve member experience and program outcomes.

Qualificações

• Experience in Healthcare operations, Patient Advocacy, Care Coordination, customer service preferred.
• Experience in PBM, Specialty Pharmacy, or Healthcare services preferred.
• Strong communication and interpersonal skills.
• Ability to meet real-time performance, member outreach, and service metrics.
• Excellent problem-solving and decision-making skills.
• Knowledge of HIPAA and healthcare compliance standards.
• Proficiency in Microsoft Office tools.
• High emotional intelligence and member-centered mindset.
• Certified Pharmacy Technician (CPhT) credential preferred; candidates must obtain certification within six months of hire.

Responsabilidades

• Respond to member inquiries and conduct approved member outreach with timely, accurate, and compassionate Care Guide support.
• Perform proactive member outreach in support of assigned Care Guide programs, including education, follow-up, engagement, and resolution of member needs.
• Meet individual productivity, quality, and schedule adherence expectations, escalating concerns as appropriate.
• Follow established Care Guide workflows and outreach priorities to resolve member needs accurately and efficiently.
• Identify operational issues or trends and communicate observations to the Team Lead or leadership.
• Document outreach attempts, member engagement status, outcomes, and next steps accurately within approved systems.
• Maintain adherence to policies, procedures, documentation requirements, and program-specific expectations.
• Provide frontline feedback to leadership on Care Guide workflow effectiveness, member friction points, and improvement opportunities.
• Identify complex, sensitive, or high-impact member needs during inquiries or outreach and elevate to the Team Lead or leadership when appropriate.
• Support challenging member cases with professionalism, empathy, accuracy, and a member-centered approach.
• Help ensure escalations, outreach outcomes, and follow-up needs are documented, tracked, and communicated through appropriate channels.
• Maintain HIPAA compliance and adherence to applicable regulatory, client, and internal requirements.
• Apply quality standards and best practices consistently in daily work.
• Report quality concerns or recurring compliance issues to the Team Lead or leadership for further action.
• Coordinate with internal teams, including Client Success, Clinical, Pharmacy, Quality, and Analytics, as needed to support timely member resolution.
• Share frontline insights, trends, and recurring issues with the Team Lead or leadership to support continuous improvement across Care Guide programs.

Conhecimentos

Communication skills

Empathy

HIPAA compliance

Problem solving

Customer service

Healthcare experience

Formação

CPhT credential preferred

Ferramentas

Microsoft Office

Descrição da vaga

LucyRx Health Solutions, Inc. is seeking aPatient Care Advocate to deliver high-quality, empathetic support to LucyRx members through Care Guide programs.

You will handle inbound inquiries, outreach, issue resolution, and guidance, serving as a frontline contact across cross-functional teams. The role emphasizes timely assistance, adherence to HIPAA and program standards, and collaboration with Team Leads to improve member experience and program outcomes.