Patient & Family Advisor

InStride Health

Patient and Family Advisor at InStride Health supporting families in accessing mental health care. Building relationships and navigating insurance processes to ensure quality patient support.

Posted 7/1/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $57,000 per yearWebsite

About the role

Key responsibilities & impact

Serve as the primary contact for inquiring families, handling inbound and outbound calls, texts, and emails to educate them on InStride’s program, treatment methods, and clinical outcomes.
Foster trusting relationships by offering empathetic guidance and advocating for families facing hurdles in accessing care.
Proactively reach out to families to resolve onboarding barriers and keep them “unstuck”. Confidently navigate complex insurance workflows—including verifying eligibility against specific payer contracts, managing Single Case Agreements, and coordinating with the authorization team. Connect directly with insurance representatives, pushing back when necessary to secure accurate information and fiercely advocate for our families.
Act as a central liaison connecting families with our internal teams—including Payer, Scheduling, Authorization, Growth, and Clinical staff. Maintain a team-first mindset with a constant readiness to jump in, support, and cover for colleagues as needed.

Requirements

What you’ll need

Proven experience working closely with customers, patients, or families—including handling difficult conversations and communicating comfortably over the phone and other digital channels.
General health insurance knowledge (billing, verification, benefits, cost-sharing, and eligibility) is highly preferred.
Prior experience with HIPAA regulations and securely handling Protected Health Information is preferred.
Highly resilient, comfortable navigating ambiguity, and eager to thrive within a fast-paced, collaborative team environment.
Comfort navigating CRM platforms (e.g., Salesforce, ZohoCRM) and support ticketing workflows to ensure seamless, timely communication and follow-ups with families.
A strong collaborative spirit with a readiness to pilot new workflows, learn AI tools, and actively share constructive feedback.
A warm, empathetic nature paired with a genuine passion for delivering exceptional support and creating positive experiences for families.

Benefits

Comp & perks

Generous benefits package (401k with match, Flexible PTO, paid holidays, paid service days, 4 week paid sabbatical, 12 week paid parental leave, health benefits starting on your first day, and more)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Insurance VerificationCost-Sharing KnowledgeEligibility VerificationSingle Case Agreements ManagementProtected Health Information Handling

Soft Skills

EmpathyResilienceCollaborationAdaptabilityProblem-Solving