Lead Patient Care Advocate
New
9
9amHealthHealth Tech
United States, PSTFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- English, Spanish
- Experience
- 2+ years
- Required Skills
- ZendeskHIPAA
Requirements
- 2+ years in healthcare support or customer service
- Experience handling escalations or mentoring
- Prior experience in supervisory role
- Strong written and verbal communication
- Ability to work independently
- Ability to collaborate across time zones
- Comfortable in a fast-paced, high-growth environment with shifting priorities
- Familiar with tools like Zendesk, EMRs, scheduling platforms
- Familiar with HIPAA/insurance basics
- Reliable internet and a quiet, dedicated workspace
- Availability during core business hours (ideally 6:30a – 3:00 PM PST)
- Commitment to data privacy, security, and company policies
- Health tech startup experience (preferred)
- Proficiency in Spanish (preferred)
- Familiarity with shift management platforms like Deputy or Rippling (preferred)
Responsibilities
- Provide day-to-day leadership and oversight to the PCA team, including performance management, coaching, and accountability
- Monitor queue volumes and team bandwidth; dynamically reassign resources to ensure service level agreements are consistently met across channels (chat, phone, tickets)
- Ensure the Block Schedule is kept current and tasks are reassigned as needed
- Serve as the go-to person during your shift for team escalations, technical questions, and real-time decision-making
- Lead 1:1s, performance check-ins, and skill development for individual PCAs
- Identify workflow gaps or inefficiencies and collaborate with the Head of Patient Advocacy and other ops leaders to drive continuous improvement
- Partner with the Head of Patient Care Advocacy to oversee shift assignments, time-off requests, and ensure adequate coverage
- Own daily and weekly reporting on team metrics, flagging issues early, and driving toward solutions
- Ensure clear, consistent communication by cascading updates from clinical, product, and ops teams to the frontline
- Handle complex or sensitive member escalations that require leadership intervention or real-time resolution
- Support members with difficult insurance navigation or prior authorization issues if escalated
- Ensure all interactions—direct or delegated—meet 9amHealth’s standard for compassionate, respectful care
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