[Hiring] Patient Advocacy Specialist @Covera Health

Role Description

As a Patient Advocacy Specialist working on the Medmo team, you’ll play a vital role in helping Medicaid members access the resources and support they need to improve their health and well-being.

In this role, you’ll serve as a trusted point of contact for members, helping them identify and navigate services that address a range of health-related and social needs. You’ll connect members with eligible community resources, including support related to nutrition, housing, transportation, and other essential services.

This is much more than a call-handling role. You’ll build meaningful relationships with members, listen to their needs, help remove barriers to care and support, and follow through to ensure they are connected to appropriate resources and have a positive experience. You’ll use empathy, sound judgment, and problem-solving skills to meet members where they are and help them take the next step toward better health outcomes.

You’ll work in a fast-paced, collaborative environment where strong communication, resilience, and attention to detail are essential. If you’re passionate about helping people, enjoy building relationships, and are motivated by making a meaningful difference in your community, we’d love to meet you.

In This Role, You Will Be Expected To:

• Engage members in meaningful conversations to understand and identify health-related social needs.
• Educate members about available resources and connect them with appropriate community-based organizations (CBOs) and social service programs.
• Make referrals to CBOs based on member’s individual needs, eligibility, and preferences.
• Follow up with members to support successful connections to referred services.
• Document outreach attempts, member needs, referrals, and outcomes accurately and in accordance with established workflows and privacy requirements.
• Answer member questions, resolve issues proactively, and remove barriers that may delay service coordination.
• Meet and exceed individual and team performance goals while maintaining a high standard of quality and empathy in every interaction.
• Become an expert in Covera Health/Medmo's products, workflows, and operational processes, continuously expanding your knowledge as our platform evolves.
• Identify opportunities to improve the patient experience by sharing insights and collaborating with leaders across Patient Experience, Product, Engineering, and Operations.
• Contribute to a culture of continuous improvement by helping refine workflows, documentation, and best practices.
• Work collaboratively across teams to deliver an exceptional experience for every patient we serve.

Qualifications

• 1+ years of experience in a call center, customer support, patient services, community health, or another high-volume customer-facing role required.
• Spanish fluency (written and spoken) is required.
• Strong communication and relationship-building skills, with the ability to build trust and communicate with empathy.
• Experience in healthcare, patient services, community health, value-based care, or a related field is preferred but not required.
• Experience working with Medicaid reimbursement is preferred but not required.
• A proactive, self-motivated approach with the grit and resilience to navigate challenges and adapt in a fast-paced environment.
• Good judgment and the ability to remain calm, confident, and solutions-oriented while balancing multiple customer or patient needs and competing priorities.
• Exceptional organizational skills with the ability to prioritize, manage competing priorities, and maintain attention to detail.
• Strong technical aptitude and comfort learning new systems, tools, and workflows quickly.
• A collaborative mindset and a genuine passion for improving the patient and community experience.
• A college degree or equivalent combination of education and relevant experience is preferred but not required.

Requirements

• All Patient Advocacy Specialist’s are required to attend an onsite training in New York as part of their onboarding. Attendance is mandatory.
• Spanish fluency (written and verbal) is a requirement for this position and will be evaluated during the interview process.
• Support business needs during standard operating hours of 9:00 AM to 5:30 PM (in your time zone), with flexibility for occasional overtime as needed.

Benefits

• Comprehensive medical plans — choose from three plans, including one with 100% of premiums covered for you and your dependents.
• Vision & Dental.
• Paid Time Off (PTO) Policy.
• Sick days in accordance with your state law.
• 12 weeks of paid parental leave.
• 12 Fixed Holidays (company closed).
• 401(k) Retirement Plan.
• Annual Professional Development Stipend to invest in courses, books, or any other professional development related activity.
• Annual Wellness stipend for fitness, mental health or other wellness expenses.