Patient Advocate

Location: Northern

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

The Patient Care Advocate is responsible for delivering high-quality, empathetic, and efficient support to Lucy Rx members through our Care Guide programs, including inbound member support and proactive member outreach. This role serves as a frontline point of contact for member inquiries, outreach follow-up, issue resolution, and guidance, ensuring timely, accurate assistance in accordance with company standards and applicable regulations.

The Patient Care Advocate works closely with Team Leads, leadership, and cross-functional partners to resolve member needs, support Care Guide program goals, and uphold member experience, quality, and compliance standards.
** Role And Responsibilities
**** Care Guide Operations & Member Support
*** Respond to member inquiries and conduct approved member outreach with timely, accurate, and compassionate Care Guide support.
* Perform proactive member outreach in support of assigned Care Guide programs, including education, follow-up, engagement, and resolution of member needs.
* Meet individual productivity, quality, and schedule adherence expectations, escalating concerns as appropriate.
* Follow established Care Guide workflows and outreach priorities to resolve member needs accurately and efficiently.
* Identify operational issues or trends and communicate observations to the Team Lead or leadership.
** Care Guide Program & Workflow Execution
*** Support consistent execution of Care Guide, patient advocacy, and member outreach programs according to established workflows and standards.
* Document outreach attempts, member engagement status, outcomes, and next steps accurately within approved systems.
* Maintain adherence to policies, procedures, documentation requirements, and program-specific expectations.
* Provide frontline feedback to leadership on Care Guide workflow effectiveness, member friction points, and improvement opportunities.
** Escalations & Member Advocacy
*** Identify complex, sensitive, or high-impact member needs during inquiries or outreach and escalate to the Team Lead or leadership when appropriate.
* Support challenging member cases with professionalism, empathy, accuracy, and a member-centered approach.
* Help ensure escalations, outreach outcomes, and follow-up needs are documented, tracked, and communicated through appropriate channels.
** Quality & Compliance
*** Maintain HIPAA compliance and adherence to applicable regulatory, client, and internal requirements.
* Apply quality standards and best practices consistently in daily work.
* Report quality concerns or recurring compliance issues to the Team Lead or leadership for further action.
** Cross-Functional Collaboration
*** Coordinate with internal teams, including Client Success, Clinical, Pharmacy, Quality, and Analytics, as needed to support timely member resolution.
* Share frontline insights, trends, and recurring issues with the Team Lead or leadership to support continuous improvement across Care Guide programs.
** Qualifications And Education Requirements
*** Experience in Healthcare operations, Patient Advocacy, Care Coordination, customer service, or related fields preferred

Experience in PBM, Specialty Pharmacy, or Healthcare services preferred

Strong communication and interpersonal skills
· Ability to meet real-time performance, member outreach, and service metrics
· Excellent problem-solving and decision-making skills
· Knowledge of HIPAA and healthcare compliance standards
· Proficiency in Microsoft Office tools
· High emotional intelligence and member-centered mindset
* Certified Pharmacy Technician (CPhT) credential preferred.…