Customer Care Advocate

Job Description

Join iRhythm's inbound Contact Center as a Customer Care Advocate. In this role, you will provide empathetic and personalized support to patients and providers. Your responsibilities include verifying insurance, investigating benefits coverage, estimating out-of-pocket costs, and discussing patient payment options. You will also troubleshoot product, service, and enrollment issues with sensitivity and urgency. Acting as a liaison between patients and iRhythm, you'll ensure requests are completed accurately and in compliance with regulatory standards. You will deliver timely support to patients and providers throughout the device wear process and beyond. This involves making outbound calls to explain coverage, responsibilities, or payment options, as well as responding to inquiries, managing tickets/emails, and providing updates to both patients, providers, and internal teams. Accurate documentation of all interactions and coverage details in Salesforce is crucial. Maintaining updated and complete patient and insurance records, participating in virtual meetings and training, and ensuring compliance with FDA regulations and HIPAA privacy requirements are also key components of this role. You will be expected to 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.

Qualifications

1. High school diploma or equivalent. 2. 2-3+ years of customer service experience in a high-volume environment. 3. Strong communication skills—clear, empathetic, and proactive (verbal and written). 4. Experience using Microsoft Office tools (Outlook required; Word, Excel, PowerPoint preferred). 5. Typing speed of 40+ WPM and confident system navigation. 6. Ability to handle sensitive information and stressful situations calmly and professionally. 7. Flexibility to adapt quickly in a growth-driven, fast-paced environment. 8. Demonstrate resourcefulness and emotional intelligence to identify obstacles and work collaboratively toward solutions. 9. Exhibit independent thinking and sound judgment when addressing situations not outlined in manuals or procedures. 10. Preferred: Experience in healthcare, medical devices, or patient-focused environments (non-insurance based).

Benefits

- Health insurance - 401(k) matching - Flexible work hours - Paid time off - Professional development opportunities - Remote work options