Care Advocate II - Patient Support Center

At Rely Health, each patient receives a steadfast companion on their healthcare journey. Empowered with technology, our patient care navigators not only ensure high-quality engagements, but also make comprehensive care more cost-effective and accessible for all patients.

The Care Advocate II guides patients and their families throughout the patient’s care journey  by combining human interaction and technological tools to facilitate a seamless experience during the initial intake process through their journey to and from their appointments.  The Care Advocate II helps reduce worry and frustration for patients, families, and caregivers by increasing communication, coordination, and efficiency across the healthcare and transportation system; performs various activities including, but not limited to: assist patients with completing all medical forms for the clinic through the use of technology;  obtain referrals or authorizations; arrange transportation; contact patients prior to appointments as needed to ensure follow-through; document activities of patient advocacy; maintain knowledge of and collaborate with local healthcare-related resources and insurance plans;; and keep patients, their families, and caregivers apprised of care management.  The Care Advocate II will be instrumental in helping build the technology platform to support the transitions through the patient’s care journey.  

Acting as a personal patient concierge, strong customer service and communication skills are a must and will include heavy use of phone (inbound and outbound), email, and AI chat in the office setting. .  You will be responsible for understanding patient and / or provider requests and connecting the patients to the appropriate resource.   Success in this position is based on results-oriented goals and metrics.

Patient Support Center Care Navigation

• Provide advanced coordination across multiple patient care pathways using tech-enabled workflows
• Establishes relationships with and serves as primary point of contact for patients and their family or caretaker.
• Assists patients requiring support with digital forms and surveys, utilizing AI tools to streamline the process.
• Facilitate patient engagement through proactive outreach and digital communication tools.  
• Clearly communicates the purposes and services available to patients, family members, and caregivers.
• Works with the patient to coordinate transportation into or out of a care setting 
• Maintains frequent contact with client or hospital/clinic leadership to assist with other duties as assigned for participation in client or hospital/clinic initiatives. 
• Aids in customer service, patient experience by maintaining a non-judgemental, calming presence and relaying feedback or patient issues to appropriate clinical or patient experience staff.
• Investigate and resolve patient/provider inquiries and concerns in a timely manner.
• Performs duties in compliance with Health Insurance Portability and Accountability Act (HIPAA) and understands the importance of protecting patient information.
• Develops expertise in insurance benefits and exclusions related to treatment.
• Maintains documentation of all client encounters in appropriate software applications or tools; completes reporting requirements according to program standards. 
• Enter detailed information into company proprietary software while conversing with patients.
• Fully discloses relevant training, experience, and credentials to ensure patients understand the services the Navigator is qualified to provide and refrains from any activity that could be construed as clinical in nature.
• Analyze patient data to identify care gaps and initiate outreach based on performance metrics. 
• Collaborate with AI tools to streamline patient interactions, focusing on higher acuity cases.  
• Meets key performance indicators including service levels, call volumes, adherence and quality standards.
• Attends team meetings regularly with active engagement and collaboration.
• Support training and mentorship of Level I navigators in managing large patient populations and data
  

Technology Integration 

• Test and utilize new tools or product features.
• Provides constructive, comprehensive, honest feedback regarding product and operational enhancements in a timely matter.
• Regularly engage with and integrate new technology solutions into the virtual care navigation process to enhance job efficiency and ensure seamless patient experiences.
• Remain adaptable and responsive to the continuous evolution of healthcare technology solutions, including software updates, new tools and digital communication platforms.
• Participate in regular training sessions and workshops to ensure proficiency in all adopted technology platforms.
• Utilize technology platforms to monitor and communicate with patients via education and screening tools, initiate or provide appointment coordination and provide timely reminders.

Requirements

Minimum Required Qualifications:

• High school diploma or GED
• Experience in customer service.
• Ability to maintain a high level of productivity autonomously
• Experience working in a call center environment
• Healthcare Experience 

Preferred Qualifications:

• Caregiver experience.
• Experience working with individuals within hospitals or public health settings.
• Experience with underserved populations.
• Knowledge of Medicare, Medicaid and commercially insured payer common practices and policies
• Individuals with lived experience.
• 40+ wpm typing proficiency
• Experience documenting in electronic health record system or similar
• Experience using technology, apps, software

Competencies (Knowledge/Skills/Abilities):

• Knowledge of medical terminology.
• Knowledge of Health Insurance Portability and Accountability Act (HIPAA) and Protected Health Information (PHI) rules and practices. 
• Knowledge of computer skills using Microsoft Word, Excel, and Outlook, as well as video conferencing and using the Internet.
• Demonstrated strong customer service orientation skills, digital communication (text, email), and telephone etiquette.
• Ability to communicate effectively and accurately in both verbal and written forms.
• Ability to remain organized and manage competing priorities.
• Ability to work within established timeframes as part of a care team or independently.
• Ability to develop relationships with patients and care team members.
• Ability to respectfully listen to patient and care team without interruption to understand patient needs, expectations, values, and perspectives; ask appropriate questions to ensure understanding; and respond appropriately.
• Ability to use logic and reasoning to approach problems and identify alternative solutions.
• Flexible and creative problem solver.
• Non-judgmental and energetic.

Rely Health does not discriminate against any person on the basis of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information (including family medical history), veteran status, marital status, pregnancy or related condition, or any other basis protected by law. Rely Health is committed to complying with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity.

Working Conditions
Work is performed in an office call center setting. Requires frequent use of the telephone and computer. Prolonged periods of sitting at the desk, computer work and reading can be anticipated.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not exhaustive lists of all duties, responsibilities, knowledge, skills, abilities, and working conditions associated with it.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance
• LT/ST Disability and Life Insurance
• Technology reimbursement
• Paid time off (Vacation, Sick, Holiday)
• Paid Parental leave
• Professional development
• Technology Reimbursement

• Target Start Date: March 2025
• Location: Naperville, IL - In Office
• FLSA Status: Non-Exempt
• Job Status: Full Time
• Work Schedule: Monday - Friday 8 hour shifts between 8 a.m. - 8 pm. CT
• Vehicle Required: No
• Amount of Travel Required: None
• Reports To: Regional Program Manager
• Compensation: $20-$23/hour. Pay is determined by various factors, including but not limited to job-specific requirements, individual experience, internal pay equity, and organizational needs/budget considerations, all in alignment with our compensation philosophy.