iRhythm Technologies, Inc.

Customer Care Advocate | Monday - Friday (11pm - 7:30am CST)

iRhythm Technologies, Inc.

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $20 - $25 per hour

Job Level

Mid-LevelSenior

Tech Stack

Cloud

About the role

  • The Customer Care Advocate is part of a high-volume inbound Contact Center, verifying and investigating patient insurance, estimating benefit coverage and out-of-pocket costs, and discussing patient responsibilities and/or patient payment options.\n
  • Typical daily responsibilities include answering inbound calls, providing benefits investigations via phone and online portals, collecting information from customers, outbound patient calls, and documenting activities in iRhythm’s customer support system.\n
  • The ideal candidate will have experience in a Contact Center, health insurance, benefits investigations, reimbursement, and providing financial counseling to patients.\n
  • Shift: Available Shifts (CST): Monday - Friday 11:30 PM - 7:30 AM.\n
  • Responsibilities: Answer inbound calls in our Contact Center; Provide an estimate of the potential patient responsibility; Make outbound calls to discuss payment options; Document in Salesforce all details surrounding patient’s healthcare benefit coverage and recommend payment options; Update records with complete patient and insurance information; Assist and cross train in other departments as needed; Maintain confidentiality of patient data and medical records in HIPAA compliance; Maintain consistent work presence and be available for ad hoc check-ins with managers; Deliver on productivity objectives; Produce high-quality, high-volume work; Provide superior customer care by troubleshooting issues; Respond to inquiries and complete order fulfillment; Maintain a positive attitude and working relationship with customers and iRhythm associates.\n
  • Required Qualifications: High school diploma or equivalent; 3+ years of overnight shift experience; 3+ years of healthcare customer service; Experience in high-volume Contact Center; Proficiency with Microsoft Office and virtual tools; Strong verbal and written communication; Flexibility and adaptability; Strong customer service evidenced through multiple modalities; Patience, professionalism under stress; Independent thinking and sound judgement.\n
  • Preferred Qualifications: Bachelor’s Degree or relevant experience; Health insurance/benefits investigations/reimbursement experience; Experience documenting patient financial information; Experience with CRM software, Provider Engagement Portals, and Salesforce preferred.\n
  • Location: Remote - US; Estimated Pay Range: $20.19 - $25.00; Equal Opportunity Employer.

Requirements

  • High school diploma or equivalent\n
  • Must have 3+ years experience working an Overnight Shift.\n
  • 3+ years of customer service experience, with a focus on assisting patients in a healthcare environment\n
  • Experience working in a high-volume Contact Center environment\n
  • Proficient with Microsoft Office, virtual communication tools - especially Outlook, Teams; Word, Excel and PowerPoint preferred\n
  • Strong verbal and written communication skills\n
  • Must be flexible, able to adapt quickly and positively to change, able to handle a fast-paced growth company environment\n
  • Strong evidence of great customer service via phone, e-mail, fax or web modalities\n
  • Must be patient and customer focused, demonstrating professionalism in stressful situations; Resourcefulness and high levels of emotional intelligence to identify obstacles and collaborate with others to discuss potential solutions\n
  • Must demonstrate independent thinking and sound judgement skills not covered specifically in manuals or procedures\n
  • Preferred Qualifications: Bachelor's Degree or relevant experience\n
  • Experience with health insurance, benefits investigations, and reimbursement\n
  • Experience providing patient communication, researching, and documenting patient financial information for a healthcare provider\n
  • Experience with Customer Relationship Management software, Provider Engagement Portals, and Salesforce experience highly desired