Customer Care Advocate

Career-defining. Life-changing. 

At iRhythm, you’ll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career

About This Role:

This posting is continuously accepting applications for our future Customer Care Advocate openings. Shifts will vary on business needs. Our Talent Acquisition Team will be in touch as resumes are reviewed and new shifts are available.

Job Overview: 
 

The Customer Care Advocate is responsible for being a part of a high-volume inbound Contact Center in which the Advocate verifies and investigates patient insurance, estimates benefit coverage and out of pocket costs and discusses patient responsibilities and/or patient payment options. The typical daily responsibilities consist of the following: answering inbound calls and providing benefits investigations via phone and online web portals, collecting information from customers, outbound patient phone calls, and documenting all activities in iRhythm’s customer support system. The ideal candidate will have experience with working in a Contact Center, health insurance, benefits investigations, reimbursement, and providing financial counseling to patients.

Shift: Varies based on business needs at time of hiring.

Responsibilities: 

• Answer inbound calls in our Contact Center

• Provide an estimate of the potential patient responsibility based upon the benefits coverage

• Make outbound phone calls to patients to discuss payment options

• Document in Salesforce all details surrounding patient’s healthcare benefit coverage and recommend appropriate payment options, if needed

• Update records with complete patient and insurance information

• Assist and cross train in other departments as business needs dictate during critical times

• Maintain confidentiality of patient data and medical records in compliance with HIPAA regulations

• Maintain consistent work presence and impact during normal business hours, and be available for ad hoc check-ins with managers and/or team leads

• Deliver on challenging work objectives, including meeting daily, weekly and/or monthly productivity metrics

• Produce high-quality, high-volume work by leveraging self-motivation and initiative in a remote work environment

• Provide superior customer care by troubleshooting customer/patient issues relating to product, services, and patient enrollment

• Respond to inquiries, complete order fulfillment and provide information to external and internal customers and accounts

• Maintain a positive attitude and working relationship with all customers, patients and iRhythm associates

Required Qualifications:

• High school diploma or equivalent

• 3+ years of customer service experience, with a focus on assisting patients in a healthcare environment

• Experience working in a high-volume Contact Center environment

• Proficient with Microsoft Office, virtual communication tools - especially Outlook, Teams; Word, Excel and PowerPoint preferred

• Strong verbal and written communication skills

• Must be flexible, able to adapt quickly and positively to change, able to handle a fast-paced growth company environment

• Strong evidence of great customer service via phone, e-mail, fax or web modalities

• Must be patient and customer focused, demonstrating professionalism in stressful situations; Resourcefulness and high levels of emotional intelligence to identify obstacles and collaborate with others to discuss potential solutions

• Must demonstrate independent thinking and sound judgement skills not covered specifically in manuals or procedures

Preferred Qualifications

• Bachelor's Degree or relevant experience

• Experience with health insurance, benefits investigations, and reimbursement

• Experience providing patient communication, researching, and documenting patient financial information for a healthcare provider

• Experience with Customer Relationship Management software, Provider Engagement Portals, and Salesforce experience highly desired