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:

Available Shifts in CST:

• Sunday - Thursday | 9:30am - 6:00pm

• Tuesday - Sunday | 9:30am - 6:00pm

• Monday - Friday | 1:00pm - 9:30pm

Responsibilities

• 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.

• May include other duties as business needs arise.

Qualifications

Required:

• 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.

Preferred:

• Experience in healthcare, medical devices, or patient-focused environments (non-insurance based).

• Background in health insurance, benefits investigation, reimbursement, or financial counseling.

• Experience with CRM software; Salesforce strongly preferred.

Work Environment

Schedule:

• iRhythm provides 24/7 patient support. Shifts may include weekends and holidays and are subject to change with notice.

• After the first 90 days of employment, shifts are reviewed quarterly, and adjustments may be requested to align with business needs.

• Overtime shifts may occasionally be offered or mandated depending on business needs.

• Employees are required to work four holiday shifts per year, which are assigned through a bid process.

• For employees working within 45 minutes of an IRT location, occasional in-office attendance may be required for training, team days, IT issues, or business needs (advance notice provided where possible).

Home Office Requirements:

• A secure, private, distraction-free workplace is essential to conduct the duties of this role effectively and compliantly.

• Desk setup for laptop and dual monitors.

• Reliable high-speed internet: minimum 50 Mbps upload / 150 Mbps download, with direct router connection.

Performance Expectations

• Quality scores at or above minimum requirements.

• Compliance with HIPAA, privacy, and regulatory standards.

• Consistent achievement of service-level metrics (call handle time, wrap time, productivity, availability, quality).

• Strong attendance and schedule adherence

Location:

Remote - US

Actual compensation may vary depending on job-related factors including knowledge, skills, experi