Customer Care Advocate – (Tuesday – Saturday 10am-6:30pm CST)

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At iRhythm, we are dedicated, self-motivated, and driven to do the right thing for our patients, clinicians, and coworkers. Our leadership is focused and committed to iRhythm’s employees and the mission of the company. We are better together, embrace change and help one another. We are Thinking Bigger and Moving Faster.

About This Role

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.

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

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