Patient & Family Advisor

1 month ago
Full-time
Mid Level
Customer and Technical Support
InStride Health

InStride Health

InStride Health offers evidence-based virtual mental health care for children, teens, and young adults with anxiety and OCD. Their coordinated team approach and research-backed solutions aim to address the pediatric mental health crisis.

Health Care Providers & Services
51-250
Founded 2021
$26M raised

Description

  • Serve as the primary contact for families through phone, text, and email, explaining programs, treatments, and clinical outcomes.
  • Build trusting relationships and advocate for families facing barriers to accessing care.
  • Navigate insurance eligibility, benefits, payer contracts, Single Case Agreements, and authorization workflows.
  • Coordinate with insurance representatives and internal Payer, Scheduling, Authorization, Growth, and Clinical teams.
  • Resolve onboarding barriers and maintain timely communication and follow-up.
  • Manage help desk tickets and accurately document interactions in CRM and internal systems while complying with HIPAA.
  • Pilot new workflows, participate in organizational projects, and provide constructive process feedback.
  • Learn and use AI tools to automate tasks and improve daily workflows.
  • Provide cross-coverage and support colleagues in a collaborative team environment.

Requirements

  • Experience working with customers, patients, or families, including difficult conversations and phone-based communication.
  • General health insurance knowledge, including billing, verification, benefits, cost-sharing, and eligibility preferred.
  • Experience with HIPAA regulations and securely handling Protected Health Information preferred.
  • Comfort working in a fast-paced, ambiguous, and collaborative environment.
  • Experience using CRM platforms such as Salesforce or ZohoCRM and support ticketing systems.
  • Willingness to pilot workflows, learn AI tools, and share constructive feedback.
  • Warm, empathetic communication style and passion for delivering exceptional family support.

Benefits

  • Starting annual salary of $57,000 with structured salary bands and growth opportunities.
  • 401(k) with match, flexible PTO, paid holidays, and paid service days.
  • Four-week paid sabbatical and 12 weeks of paid parental leave.
  • Health benefits beginning on the first day.
  • Fully virtual work with periodic in-person retreats.
  • Opportunity to contribute to a mission-driven pediatric mental health organization.

Interested in this position?

Apply directly on the company website

Apply Now

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