Customer Care Advocate (Weekends - 20 hours/week)
Boldly innovating to create trusted solutions that detect, predict, and prevent disease.
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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
Required Qualifications:
High school diploma or equivalent
3+ years of customer service experience, with a focus on assisting patients in a healthcare environment
Experience working in a high-volume Contact Center environment
Proficient with Microsoft Office, virtual communication tools - especially Outlook, Teams; Word, Excel and PowerPoint preferred
Strong verbal and written communication skills
Must be flexible, able to adapt quickly and positively to change, able to handle a fast-paced growth company environment
Strong evidence of great customer service via phone, e-mail, fax or web modalities
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
Must demonstrate independent thinking and sound judgement skills not covered specifically in manuals or procedures
Preferred Qualifications
Bachelor's Degree or relevant experience
Experience with health insurance, benefits investigations, and reimbursement
Experience providing patient communication, researching, and documenting patient financial information for a healthcare provider
Experience with Customer Relationship Management software, Provider Engagement Portals, and Salesforce experience highly desired
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As a part of our core values, we ensure a diverse and inclusive workforce. We welcome and celebrate people of all backgrounds, experiences, skills, and perspectives. iRhythm Technologies, Inc. is an Equal Opportunity Employer. We will consider for employment all qualified applicants with arrest and conviction records in accordance with all applicable laws.
iRhythm provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including those who may have any difficulty using our online system. If you need such an accommodation, you may contact us at [email protected]
About iRhythm Technologies iRhythm is a leading digital healthcare company that creates trusted solutions that detect, predict, and prevent disease. Combining wearable biosensors and cloud-based data analytics with powerful proprietary algorithms, iRhythm distills data from millions of heartbeats into clinically actionable information. Through a relentless focus on patient care, iRhythm's vision is to deliver better data, better insights, and better health for all.
Make iRhythm your path forward. Zio, the heart monitor that changed the game.
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