Patient Advocate

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.

• 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.

• 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.

• Identify complex, sensitive, or high-impact member needs during inquiries or outreach and elevate 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.

• 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.

• 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.

• Experience in Healthcare operations, Patient Advocacy, Care Coordination, customer service, or related fields 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. Candidates who are not currently certified must demonstrate the ability and willingness to obtain certification within six (6) months of hire or promotion into the role.

• Experience in call center or service-based healthcare operations
• Experience supporting remote or distributed teams
• Demonstrated ability to work effectively and adapt in a fast-paced, team-oriented environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is a largely sedentary role; however, some standing, walking, bending, and reaching may be required. Regularly operates in an office or home office setting which involves utilizing a computer, mouse, keyboard, and occasionally operates other standard office equipment,…