Patient Advocate I

Responsibilities: — Serve as the primary frontline contact for Henry Meds patients, resolving standard non-clinical needs via phone, voicemail, email, chat, and other approved channels. — Manage patient interactions by completing authorized actions, coordinating internal assistance when necessary, and keeping patients informed until resolution. — Communicate empathetically and take ownership across multiple channels including phone, email, chat, voicemail, billing, account support, subscriptions, scheduling, refill support, portal navigation, and order support. — Accept assignments based on patient needs, volume, staffing, and operational priorities. — Resolve questions related to accounts, subscriptions, billing, scheduling, refill processes, portal use, intake forms, and order status. — Guide patients through Henry Meds systems and care processes. — Troubleshoot basic platform and account access issues. — Use approved retention and service recovery options when appropriate. — Own assigned patient needs from first contact through documented resolution. — Complete authorized actions in CRM, EHR, billing platforms, and related systems. — Manage non-clinical parts of requests that require clinical action. — Explain next steps, expected timing, and any required patient actions. — Escalate unresolved issues through defined operating paths. — Recognize clinical content and route clinical matters to appropriate licensed teams without providing clinical advice. — Protect patient confidentiality and comply with HIPAA, privacy, security, and documentation requirements. — Follow daily work assignments, queue priorities, coverage direction, and workflow guidance. — Meet quality, accuracy, productivity, timeliness, attendance, and schedule expectations. — Stay updated on process, policy, product, pricing, and system changes. — Identify unclear procedures, broken workflows, and causes of repeat patient contact. Requirements: — Experience in telehealth, healthcare, pharmacy support, subscription services, or regulated customer service. — Familiarity with Zendesk, Zoho, EHR, or billing platforms. — Preferred experience in customer service, healthcare support, care coordination, call centers, or high-volume service environments. — Clear and compassionate verbal and written communication skills. — Strong active listening, problem-solving, organization, and follow-through abilities. — Ability to learn and work across CRM, EHR, billing, and communication systems. — Capability to work independently in a remote environment while collaborating with a distributed team. — Ability to maintain clinical boundaries and follow escalation protocols. — Commitment to patient privacy, accurate documentation, and continuous learning. Benefits: — Platinum PPO Healthcare plus Vision & Dental with Henry Meds covering 99% for employees and 50% for qualified dependents. — 401(k) plan with matching contributions starting from day one. — Unlimited PTO targeting 4 weeks, 6 floating holidays, and 4 company-observed holidays. — Fully remote position with occasional travel. — Opportunity to contribute to a fast-growing brand impacting thousands daily. Additional Information: — Henry Meds is an equal opportunity employer committed to an inclusive work environment. — Applicants must be authorized to work for any employer in the U.S.; visa sponsorship is not available at this time.