- Serve as the primary contact for inquiring families
- Handle inbound and outbound calls, texts, and emails
- Educate families about InStride’s program, treatment methods, and clinical outcomes
- Build trusting relationships and advocate for families facing access hurdles
- Resolve onboarding barriers and navigate complex insurance workflows
- Verify eligibility against payer contracts
- Manage Single Case Agreements
- Coordinate with the authorization team
- Communicate with insurance representatives and advocate for accurate information
- Liaise with Payer, Scheduling, Authorization, Growth, and Clinical teams
- Provide cross-coverage and support colleagues
- Pilot new workflows and participate in organizational projects
- Provide feedback to refine team processes
- Utilize and learn AI tools to automate tasks and optimize workflows
- Manage help desk tickets and maintain accurate CRM and internal-system records
- Handle Protected Health Information in compliance with HIPAA regulations
Requirements
- Proven experience working closely with customers, patients, or families
- Experience handling difficult conversations
- Comfortable communicating over the phone and other digital channels
- General health insurance knowledge, including billing, verification, benefits, cost-sharing, and eligibility, highly preferred
- Prior experience with HIPAA regulations and securely handling Protected Health Information preferred
- Highly resilient and comfortable navigating ambiguity
- Comfortable working in a fast-paced, collaborative team environment
- Comfort navigating CRM platforms such as Salesforce or ZohoCRM
- Experience with support ticketing workflows
- Readiness to pilot new workflows, learn AI tools, and share constructive feedback
- Warm, empathetic nature and passion for exceptional family support
Core Competencies
Demonstrates expertise in customer advocacy and support, with a strong focus on navigating insurance workflows and compliance with HIPAA regulations. Proficient in utilizing CRM platforms and AI tools to enhance operational efficiency and improve family engagement.
Highest-signal resume keywords
- Customer Advocacy
- Health Insurance Knowledge
- HIPAA Compliance
- CRM Platform Proficiency
- Support Ticketing Workflows
Hard Skills
- Insurance Verification
- Billing Knowledge
- Eligibility Verification
- Single Case Agreements Management
- Onboarding Barrier Resolution
Soft Skills
- Empathy
- Resilience
- Effective Communication
- Collaboration
- Problem-Solving
Industry Keywords
- Protected Health Information
- HIPAA Regulations
- Complex Insurance Workflows
- Family Support
- Organizational Projects
Tools & Technologies
- Salesforce
- ZohoCRM
- AI Tools
- Help Desk Ticketing Systems
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Patient and Family Advisor Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
