Patient & Family Advisor
New
I
InStride HealthMental Health
Remote, USFull-TimeMiddle
Salary57,000 USD per year
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Job Details
- Required Skills
- SalesforceCRMCustomer support
Requirements
- Proven experience working closely with customers, patients, or families.
- Ability to handle difficult conversations and communicate effectively over phone and digital channels.
- General health insurance knowledge (billing, verification, benefits, cost-sharing, and eligibility) highly preferred.
- Prior experience with HIPAA regulations and handling Protected Health Information preferred.
- Comfort navigating CRM platforms such as Salesforce or ZohoCRM.
- Experience with support ticketing workflows.
- Highly resilient and comfortable navigating ambiguity.
- Ability to learn AI tools to optimize workflows.
- Strong collaborative spirit and growth mindset.
Responsibilities
- Serve as the primary contact for inquiring families, handling inbound and outbound calls, texts, and emails to educate them on the program.
- Foster trusting relationships by offering empathetic guidance and advocating for families facing hurdles in accessing care.
- Proactively resolve onboarding barriers and navigate complex insurance workflows, including eligibility verification and Single Case Agreements.
- Coordinate with internal teams including Payer, Scheduling, Authorization, Growth, and Clinical staff.
- Pilot new workflows and provide constructive feedback to improve team processes.
- Maintain precise records within CRM and internal systems in accordance with HIPAA regulations.
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