Customer Care Advocate
Remote US, CSTFull-TimeMiddle
Salary42,848 - 53,560 USD per year
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Job Details
- Experience
- 2–3+ years of customer service experience
- Required Skills
- SalesforceCommunication SkillsMicrosoft ExcelCustomer servicePowerPoint
Requirements
- High school diploma or equivalent.
- 2–3+ years of customer service experience in a high-volume environment (Contact Center or 60+ activities/day).
- Strong communication skills—clear, empathetic, and proactive (verbal and written).
- Experience using Microsoft Office tools (Outlook required; Word, Excel, PowerPoint preferred).
- Typing speed of 40+ WPM and confident system navigation.
- Ability to handle sensitive information and stressful situations calmly and professionally.
- Flexibility to adapt quickly in a growth-driven, fast-paced environment.
- Demonstrate resourcefulness and emotional intelligence to identify obstacles and work collaboratively toward solutions.
- Exhibit independent thinking and sound judgment when addressing situations not outlined in manuals or procedures.
- Experience in healthcare, medical devices, or patient-focused environments (non-insurance based) is preferred.
- Background in health insurance, benefits investigation, reimbursement, or financial counseling is preferred.
- Experience with CRM software; Salesforce strongly preferred.
Responsibilities
- Provide empathetic, personalized support to patients and providers, ensuring each interaction leaves individuals feeling heard, informed, and valued.
- Verify insurance, investigate benefits coverage, estimate out-of-pocket costs, and discuss patient payment options.
- Troubleshoot product, service, and enrollment issues with sensitivity and urgency.
- Act as the liaison between patients and iRhythm, ensuring requests are completed accurately and in compliance with regulatory standards.
- Deliver accurate, timely support to patients and providers throughout the device wear process and beyond, resolving inquiries efficiently and ensuring all service requests are handled to compliance and quality standards.
- Make outbound calls to patients to explain coverage, responsibilities, or payment options.
- Respond to inquiries, manage tickets/emails, and provide timely updates to patients, providers, and internal teams.
- Document all interactions and coverage details in Salesforce with accuracy.
- Maintain updated and complete patient and insurance records.
- Participate in meetings and training in a virtual/on-camera environment.
- Ensure compliance with FDA regulations and HIPAA privacy requirements.
- Consistently meet productivity, quality, and service-level metrics.
- Provide support to other teams during peak periods and participate in cross-training to enhance skills and knowledge.
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