Patient Care Advocate

Position Overview

We are seeking a patient-focused healthcare professional to provide direct support to members through both inbound calls and proactive outbound outreach. This individual will help members navigate questions, provide program-related education, follow up on outstanding needs, and work toward timely resolution of concerns.

This is a highly member-facing position where communication, empathy, accuracy, and follow-through are essential. The ideal candidate is comfortable working in a phone-based healthcare environment while balancing productivity expectations with a strong focus on delivering a positive member experience.

Key Responsibilities

Member Engagement & Support

• Serve as a primary point of contact for members through inbound and outbound phone interactions.
• Conduct proactive outreach to educate members, provide follow-up, and assist with healthcare or pharmacy-related needs.
• Respond to questions clearly and professionally while helping members understand available resources and next steps.
• Provide a supportive, patient-centered experience during every interaction.
• Recognize situations requiring additional assistance and route or escalate them to the appropriate internal resource.

Case Follow-Up & Documentation

• Accurately document member conversations, outreach attempts, outcomes, and required follow-up within designated systems.
• Follow established processes to ensure member requests are handled efficiently and consistently.
• Track unresolved items and ensure appropriate next steps are communicated and completed.
• Maintain accurate and thorough records in accordance with organizational and regulatory requirements.

Performance & Quality

• Manage approximately 30 member calls per day, with conversations typically ranging from 3-15 minutes.
• Meet established expectations related to productivity, quality, attendance, and schedule adherence.
• Balance call-volume expectations with a strong emphasis on member satisfaction and overall experience.
• Identify recurring member concerns, process gaps, or service issues and communicate them to leadership.
• Follow established quality standards and healthcare service best practices.

Team Collaboration

• Partner with pharmacy, clinical, quality, client-facing, and other operational teams to help resolve member needs.
• Communicate effectively with leadership regarding complex cases, recurring issues, or opportunities for process improvement.
• Contribute to a collaborative, fast-paced environment focused on improving the member experience.

Qualifications

• Active Pharmacy Technician certification is required.
• Previous experience in healthcare customer service, patient support, care coordination, patient advocacy, pharmacy operations, or a related environment preferred.
• PBM, specialty pharmacy, health plan, or other healthcare services experience is a plus.
• Strong verbal communication and interpersonal skills.
• Comfortable conducting both inbound and outbound member calls.
• Ability to work toward established productivity and service expectations.
• Strong problem-solving skills and attention to detail.
• Ability to handle sensitive or challenging member interactions professionally and empathetically.
• Familiarity with HIPAA and healthcare privacy requirements.
• Comfortable navigating Microsoft Office and other computer-based systems.

Additional Preferred Experience

• Healthcare call center or high-volume member/patient support experience.
• Experience working within a remote or distributed team.
• Ability to adapt quickly to changing priorities, processes, and member needs.

Schedule

• Monday-Friday
• 10:30 AM-7:00 PM
• A 10:00 AM start may be available for individuals who prefer a one-hour lunch.

Compensation

• $21.00-$25.00 per hour

For California Applicants:

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO) , and the California Fair Chance Act (CFCA).

This position is subject to a background check based on its job duties, which may include patient care, working with vulnerable populations, access to financial and confidential information, driving, working with heavy machinery, or working in a warehouse or laboratory environment. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.

Here at Medix, we are dedicated to providing workforce solutions to clients throughout multiple industries. We have been named among the Best and Brightest Companies to Work For in the Nation for two consecutive years. Medix has also been ranked as one of the fastest growing companies by Inc. Magazine.

Our commitment to our core purpose of positively impacting 20,000 lives affects not only the way we interact with our clients and talent, but also with our co-workers! The goal is lofty, but it is made attainable through the hard work and dedication of our teams and their willingness to lock arms together. Are you ready to lock arms with us?