<p>Position Summary</p> <p>The Patient Advocate is a Tier 2 escalation owner responsible for resolving complex patient issues from start to finish, focusing on investigating problems, coordinating across teams, and ensuring a clear, compliant resolution. This position acts as the bridge between patients, providers, and internal departments, shielding providers from non-clinical issues while maintaining a consistent and professional patient experience. The Patient Advocate is also responsible for identifying root causes of recurring problems and providing insights that improve processes and reduce future escalations.</p> <p>This position is part-time.</p> <p>Key Responsibilities</p> <ul> <li>Take full ownership of escalated cases from Customer Service. </li><li>Manage cases end-to-end, ensuring resolution without returning ownership to other teams. </li><li>Serve as the single point of contact for complex patient issues. </li><li>Investigate timelines, provider interactions, and communication records. </li><li>Identify root causes of issues (process failure, communication breakdown, patient misunderstanding, etc.). </li><li>Collaborate with Customer Service, Provider Ops, QA, and HR. </li><li>Deliver clear, professional, and consistent communication to patients. </li><li>De-escalate high-conflict situations using sound judgment and empathy. </li><li>Set accurate expectations regarding processes, timelines, and outcomes. </li><li>Ensure compliance with Fair Housing Act and HUD guidance. </li><li>Track cases, identify trends, and provide weekly reports. </li></ul> <p>Key Performance Indicators (KPIs)</p> <ul> <li>Reduction in escalations. </li><li>Time to resolution. </li><li>Decrease in repeat complaints. </li><li>Quality of reporting insights. </li><li>Reduction in refunds/chargebacks. </li></ul> <p>Qualifications</p> <ul> <li>2+ years in escalation management, customer service, or healthcare support. </li><li>Strong analytical and communication skills. </li><li>Ability to handle sensitive/high-conflict situations. </li><li>Preferred: telehealth or ESA/PSA experience. </li></ul>