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Customer Care Advocate

3 months ago

Deerfield Beach, Florida, United States iRhythm Technologies Full time

Boldly innovating to create trusted solutions that detect, predict, and prevent disease.

  • Discover your power to innovate while making a difference in patients' lives. _iRhythm is advancing cardiac care Join Us Now_
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

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 checkins with managers and/or team leads
  • Deliver on challenging work objectives, including meeting daily, weekly and/or monthly productivity metrics
  • Produce highquality, highvolume work by leveraging selfmotivation 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 highvolume 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 fastpaced growth company environment
  • 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

What's In It For You
This is a regular full-time position with competitive compensation package, excellent benefits including medical, dental, and vision insurances (all of which start on your first day), health savings account employer contributions (when enrolled in high deductible medical plan), cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts), travel reimbursement for medical care, noncontributory basic life insurance & short/ long term disability

Additionally, we offer:
- emotional health support for you and your loved ones
- legal / financial / identity theft/ pet and child referral assistance
- paid parental leave, paid holidays, travel assistance for personal trips and PTO

iRhythm also provides additional benefits including 401(k) (with company match), an Employee Stock Purchase Plan, pet insurance discount, unlimited amount of Linked In Learning classes and so much more

FLSA Status:
Non-Exempt

LI-WB-1
LI-Remote

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.

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 be