Bilingual, Spanish Patient Care Advocate

Worldwide Salaried Open

Job Description:

Provide timely technical and product support via messaging and phone calls to our members, ensuring all inquiries meet or exceed established SLAs (Service Level Agreements).
Proactively follow up on unresolved inquiries or issues to ensure full resolution.
Work closely with the clinical team members to ensure accurate and timely information is conveyed to members.
Accurately document all member interactions in the appropriate systems to ensure seamless care coordination.
Manage and maintain up to date member information, respecting confidentiality and data protection protocols.
Become an expert on 9amHealth’s products and services.
Assist members in navigating complex insurance approval processes.
Identify trends affecting the broader member base and communicate insights to the team.
Maintain a positive and empathetic attitude in all interactions, including being a champion for changes, whether this is new processes, new clients, and/or new responsibilities.
Consistently meet or exceed customer satisfaction metrics.

Requirements:

2+ years of experience in customer service in a healthcare setting.
Proficiency in speaking and writing in Spanish
Strong written and verbal communication skills, with the ability to explain complex healthcare information clearly and empathetically.
Excellent problem solving skills, including de-escalation and quick resolution abilities.
Proficiency in using customer service platforms (e.g., Zendesk) and healthcare platforms (e.g., EMRs) for patient communication, documentation, and data management.
Ability to multitask and manage priorities in a fast-paced environment.
Compassionate, patient-focused approach, committed to delivering excellent care and support.
Willingness to work flexible hours, including early mornings, evenings, or weekends, based on business needs.
Reliable high speed internet and a quiet, distraction-free workspace to ensure patient privacy.
Familiarity with insurance processes (e.g., prior authorizations, claims) and managing confidential patient data in compliance with HIPAA.

Benefits:

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