Patient Advocate I
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Job Description
Patient Advocate resolving non-clinical patient needs for Henry Meds, a direct-to-consumer telehealth company. Supporting patients across phone, email, chat, billing, scheduling, subscriptions, and portal workflows.
Responsibilities:
- Communicate with patients by phone, email, and chat using timely, empathetic, and ownership-driven service
- Support patients across phone, email, chat, voicemail, billing, account support, subscriptions, scheduling, refill support, portal navigation, order support, and other approved non-clinical workflows
- Resolve standard questions involving accounts, subscriptions, billing, scheduling, refill processes, portal use, intake forms, and order status
- Guide new and existing patients through Henry systems and established 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 the CRM, EHR, billing platform, and related systems
- Manage the non-clinical portion of requests that also require clinical action
- Explain next steps, expected timing, and patient actions required
- Escalate stalled or unresolved work through the defined operating path
- Recognize possible symptoms, side effects, medication questions, and other clinical content
- Route clinical matters to Patient Safety or the appropriate licensed team without providing clinical advice
- Protect patient confidentiality and follow HIPAA, privacy, security, and documentation requirements
- Follow daily assignments, queue priorities, coverage direction, and workflow guidance
- Meet quality, accuracy, productivity, timeliness, attendance, and schedule expectations
- Stay current on process, policy, product, pricing, and system changes
- Identify unclear procedures, broken workflows, and recurring causes of repeat patient contact
Requirements:
- Experience in telehealth, healthcare, pharmacy support, subscription services, or regulated customer service
- Experience with Zendesk, Zoho, an EHR, or billing platforms
- Previous experience in customer service, healthcare support, care coordination, a call center, or another high-volume service environment
- Clear and compassionate verbal and written communication skills
- Strong active listening, problem-solving, organization, and follow-through
- Comfort learning and working across CRM, EHR, billing, and communication systems
- Ability to work independently in a remote environment while collaborating with a distributed team
- Ability to maintain clinical boundaries and follow escalation requirements
- Commitment to patient privacy, accurate documentation, and continuous learning
- Applicants must be authorized to work for ANY employer in the U.S.; Henry Meds cannot sponsor or take over sponsorship of an employment Visa
Benefits:
- Platinum PPO Healthcare + Vision & Dental (Henry covers 99% for employees and 50% for their qualified dependents)
- 401(k) with matching contributions beginning your first day
- Unlimited PTO (target of 4 weeks)
- 6 floating holidays
- 4 company observed holidays
- Fully remote position with occasional travel
- Impactful, rewarding work as part of a fast-growing brand helping thousands of people every day
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