Position Summary

We are looking for Patient Advocates to join our team in Bogota. Candidates should have experience in healthcare operations and be able to support patients and providers within a medical record workflow environment. Success requires knowledge of healthcare workflows, written communication skills, familiarity with insurance, experience coordinating with pharmacies, and the ability to operate independently in a highly dynamic telehealth environment. 

2+ years of BPO experience supporting patients or medical operations is required. Candidates must have professional experience in healthcare environments like telehealth, pharmacy operations, or provider practices.

Responsibilities

• Insurance Administration: Administer comprehensive insurance tasks, including eligibility verification, benefits investigation, prior authorization, coverage determination, and patient cost-sharing to ensure timely patient access to care.
• Patient Communication: Provide high-quality, comprehensive patient support by responding to inquiries and resolving non-clinical questions via messaging platforms, utilizing exceptional written English and de-escalation skills.
• Care Coordination & EHR Management: Facilitate seamless care coordination by managing complex Electronic Health Records (EHR) and multi-system workflows to triage messages, route work, and provide administrative support to clinicians.
• Pharmacy Operations: Oversee pharmacy coordination, including contacting pharmacies, resolving prescription fulfillment issues, and supporting non-clinical medication-related processes.
• Operational Efficiency: Efficiently manage multiple applications simultaneously to route, triage, and document actions while consistently adhering to established standard operating procedures.
• Treatment Guidance: Guide patients effectively through complex treatment workflows, ensuring they understand the next steps and resolution paths for their medical needs.

Required Skills and Abilities:
 

• Strong organizational skills, effective time management, proficient queue management, ability to prioritize work independently, and meticulous attention to detail.
• Ability to resolve novel patient situations, comfort operating in evolving workflows, and capacity to escalate issues appropriately.
• Exceptional written communication skills (critical for asynchronous messaging), professional patient-facing tone, and a strong sense of empathy and service orientation.
• Demonstrated ability to work effectively with cross-functional teams, including Physicians, Nurse Practitioners, Registered Nurses, pharmacy partners, and insurance stakeholders.

Education and Experience: 

• Near-native written English with a focus on professional, empathetic, and clear asynchronous patient communication.
• 2-4 years of professional healthcare background, specifically within medical assistant, CNA, or insurance roles. Preferred Professional Backgrounds: Medical Assistant, Certified Nursing Assistant (CNA), Healthcare Coordinator, Care Coordinator, Prior Authorization Specialist, and Virtual Medical Assistant.
• Hands-on experience with Electronic Health Records (EHR) and multi-system medical workflows.
• Familiarity with pharmacy coordination, prior authorizations, and remote healthcare support environments.

On-site role in Bogota.