Bilingual, Spanish Patient Care Advocate

Job Description:

• 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.

Requirements:

• 2+ years of experience in customer service in a healthcare setting.
• Proficiency in speaking and writing in Spanish
• Strong written and verbal communication skills, with the ability to explain complex healthcare information clearly and empathetically.
• Excellent problem solving skills, including de-escalation and quick resolution abilities.
• Proficiency in using 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.

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Flexible PTO
• Work from home options
• Professional development budget
• Continuing education support

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