Virtual Member Care Concierge

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

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.