Sharecare is looking for a Family Health Advocate to provide direct support to members and their families. In this remote role, you will facilitate personalized resources and referrals, resolve complex issues, and navigate the healthcare system to help members achieve health goals, reduce costs, and access quality care.
What You'll Do
- Answer member inquiries via voice and chat regarding eligibility, benefits, claims, ID cards, grievances/appeals, and utilization management status.
- Perform provider searches focused on cost and quality and present premier provider options.
- Provide support for spending accounts, pharmacy, disability, incentives, rewards, and ordering durable medical equipment.
- Manage community resource searches and member preferences.
- Coordinate issue resolution with providers, payers, or third parties for claims adjustments, grievances, appeals, utilization management intake, and complex pharmacy or spending account inquiries.
- Provide proactive care guidance, including closing care gaps, benefits education for procedures, and preparing members for scheduled procedures.
- Refer members to third parties for care management, second opinions, or to Clinical Advocates (Nurses) for clinical care needs.
- Understand and communicate benefit design packages to members as defined by employer.
- Interact with members verbally and in writing to ensure appropriate engagement.
- Explain plan benefit design and handle benefit and enrollment issues.
- Drive member engagement into appropriate programs and offerings.
- Educate members on healthcare-related inquiries.
What We're Looking For
- High school / GED diploma.
- 2-year associate's degree in healthcare/health sciences OR equivalent experience in healthcare, preferably helping members navigate benefits and claims.
- Experience in customer service in a healthcare contact center, provider office, or healthcare institution.
- Experience in successful resolution of high level/sensitive customer service issues.
- Excellent multi-channel communication and problem-solving skills.
- Ability to communicate effectively in both voice and chat channels, including critical thinking skills, effective typing, grammar, and spelling skills.
Nice to Have
- Equivalent experience in healthcare, preferably helping members navigate benefits and claims.
- Experience in one or more of the following positions: Health Guide/Advocate/Navigator, Medical Assistant, Pharmacy Technician, Phlebotomy Technician, Electrocardiograph (EKG) Technician, Patient Care Technician (PCT), Physical Therapy Assistant, Nursing Assistant, Medical Secretary/Clinic Manager, Radiology Technician, Home Health Aide, Occupational Therapist Aide, Medical Coder, Dental Assistant.
Benefits & Compensation
- Compensation: $22.00/hour.
Work Mode
This is a fully remote position.
Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.
