About the Role

The Care Advocate role will engage and develop relationships with our members. This role focuses on proactive, best practices, consultation and improvement of quality care for members and / or their caregivers throughout the orthopedic healthcare continuum. The primary responsibility for member support includes the initial engagement, program overview, and coordination with our intake team. As a Care Advocate, you will act as a resource and advocate for members and their caregivers to ensure an optimal member experience. This position is also responsible for coordination and communication to members and other care management staff on the team to ensure consistent member care.

Schedule: Monday Through Friday - hours may be outside of 9-5pm EST

Primary Responsibilities

• Responsible for learning the outreach model and adapting it to constantly changing patient interactions to meet business and patient needs
• Conduct outreach to eligible patients and educate them on the value of the program
• Provide a brief, accurate articulation of the patient value proposition
• Demonstrate empathy and effectively engage patients, creating a personalized relationship-based connection built on trust and rapport
• Utilize motivational interviewing tools to quickly and accurately anticipate and address patient barriers; personalize patient messaging concisely, within established time parameters, and in a way that resonates
• Communicate effectively; understand and influence patient initiation and support processes
• Identify innovative strategies to enroll patients into the program
• Uses critical thinking skills to create outreach strategies that are designed to maximize patient awareness and registration into the program
• Collaborate with providers, clinical staff, and community outreach programs when indicated
• Perform other duties as assigned

Required Qualifications

• Bachelor’s degree or equivalent experience in healthcare 
• 3+ years of related experience in a sales, direct marketing or customer service capacity in the healthcare industry 
• Proficient computer skills, including Microsoft Word, Excel, Access and Outlook 
• Experience working with Medicare populations and basic understanding of Medicare Health Plans 
• Knowledge of medical terminology 
• Excellent verbal and written skills 
• Ability to interact productively with individuals and with multidisciplinary teams 
• Excellent organizational and prioritization skills 

Preferred Qualifications

• Previous experience in health coaching, patient support and/or engagement
• Previous telephonic patient support environment experience, including use of an inbound/outbound call system, with seamless warm transfers
• Previous experience with remote/telemedicine care delivery
• Bilingual in English and Spanish language proficiency