Customer Experience (Medical Patient Advocate) SDQ

Position Summary:

The Patient Advocate maintains member-facing contact, acting as a liaison between the patient and provider for non-medical issues, answering any non-clinical questions the patient might have, and helping patients who require additional assistance completing their treatment requests. The Patient Advocate forms an integral part of the patient’s healthcare team.

Responsibilities:

• Provide empathetic, concierge-style service to our patients, answering any non-clinical questions the patients might have via messaging and creating ‘magic’ for patients by finding ways to go above and beyond to meet their needs.
• Support providers with non-clinical administrative tasks in the Care Center 
• Triage messages for providers by being responsive, reassigning, and resolving messages efficiently and timely.
• Provide feedback on workflow issues, provider responsiveness, quality, and clinical protocols 
• Pilot new efforts that expand retention opportunities or optimize operations
• Assist in the management of prior authorizations for weight management patients
  
  Required Skills/Abilities:
   
• Excellent time management and organizational skills
• Detail-oriented
• Proactive and takes initiative
• Excellent writing skills - experience in creative writing or healthcare communications is a plus!
• Strong interpersonal communication skills

Education and experience:

• Experience working with medical insurance companies as a customer service agent
• 1-2 years of experience in an administrative and/or customer-facing role
• 1 year of experience working with insurance plans and policies

Benefits:

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Quarterly performance bonuses
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like BARNA
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio:

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spreading mental health awareness and promoting its importance. To take care of our people we have in-house clinical psychologists.