- Resolve complex user cases end‑to‑end
- Contact providers and insurers via phone, email, and fax
- Investigate and triage issues across benefits, eligibility, claims, prior auth, billing codes, and payment responsibility
- Advocate for the user with persistence and clear documentation
- Communicate clearly with users regarding progress and options
- Maintain high-quality case notes
- Continuously learn healthcare regulations and payer behavior
- Improve operational playbooks and workflows
- Partner with Product and Engineering on automation
DocumentationHIPAA