[Hiring] Patient Advocate I @Henry Meds

Role Description

The Patient Advocate I is a primary frontline contact for Henry Meds patients. This role resolves standard non-clinical needs through phone, voicemail, email, chat, and other approved channels. The Patient Advocate I owns the patient interaction, completes authorized actions, coordinates internal help when needed, and keeps the patient informed through resolution.

Duties and Responsibilities

• Patient Support
  • Communicate with patients by phone, email, and chat using timely, empathetic, and ownership-driven service.
  • Work as a generalist across phone, email, chat, voicemail, billing, account support, subscriptions, scheduling, refill support, portal navigation, order support, and other approved non-clinical workflows.
  • Accept channel and work-type assignments based on patient needs, volume, staffing, and operational priorities rather than individual preference.
  • Resolve standard questions involving accounts, subscriptions, billing, scheduling, refill processes, portal use, intake forms, and order status.
  • Guide new and existing patients through Henry systems and established care processes.
  • Troubleshoot basic platform and account-access issues.
  • Use approved retention and service-recovery options when appropriate.
• Case Ownership and Coordination
  • Own assigned patient needs from first contact through documented resolution.
  • Complete authorized actions in the CRM, EHR, billing platform, and related systems.
  • Manage the non-clinical portion of requests that also require clinical action.
  • Explain next steps, expected timing, and any action required from the patient.
  • Escalate stalled or unresolved work through the defined operating path.
• Clinical Boundaries and Compliance
  • Recognize possible symptoms, side effects, medication questions, and other clinical content.
  • Route clinical matters to Patient Safety or the appropriate licensed team without providing clinical advice.
  • Protect patient confidentiality and follow HIPAA, privacy, security, and documentation requirements.
• Quality and Improvement
  • Follow approved daily work assignments, queue priorities, coverage direction, and workflow guidance issued by the Manager or a designated Patient Advocate Leader.
  • Meet established quality, accuracy, productivity, timeliness, attendance, and schedule expectations.
  • Stay current on approved process, policy, product, pricing, and system changes.
  • Identify unclear procedures, broken workflows, and recurring causes of repeat patient contact.

Qualifications

• Experience in telehealth, healthcare, pharmacy support, subscription services, or regulated customer service.
• Experience with Zendesk, Zoho, an EHR, or billing platforms.

Requirements

• Previous experience in customer service, healthcare support, care coordination, a call center, or another high-volume service environment.
• Clear and compassionate verbal and written communication skills.
• Strong active listening, problem-solving, organization, and follow-through.
• Comfort learning and working across CRM, EHR, billing, and communication systems.
• Ability to work independently in a remote environment while collaborating with a distributed team.
• Ability to maintain clinical boundaries and follow escalation requirements.
• Commitment to patient privacy, accurate documentation, and continuous learning.

Benefits

• Platinum PPO Healthcare + Vision & Dental (Henry covers 99% for employees and 50% for their qualified dependents).
• 401(k) with matching contributions beginning your first day.
• Unlimited PTO (target of 4 weeks), 6 floating holidays, and 4 company observed holidays.
• Fully remote position with occasional travel.
• Impactful, rewarding work as part of a fast-growing brand helping thousands of people every day.

Equal Opportunity Statement

Henry Meds is committed to promoting an inclusive work environment free of discrimination and harassment. We value a diverse and balanced team where everyone can belong.

Applicants must be authorized to work for ANY employer in the U.S. We cannot sponsor or take over sponsorship of an employment Visa at this time.

Salary Range

$23.00 - $25.00

This salary represents Henry Med's good faith and reasonable estimate of the possible compensation for this role at the time of posting, and Henry Meds may ultimately pay more or less than the posted salary. The final salary for this position will be determined by Henry Meds sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of Henry Meds business and other operational considerations.