Patient Advocacy Specialist

Are you energized by helping others? Are you a builder who thrives on fast-paced, high-impact work? Are you driven to change the standard of care in women’s health?
The Lactation Network is hiring a Patient Advocacy Specialist. This person works closely with both our Patient Care and Billing teams to ensure patients are well-informed on their insurance coverage. Responsibilities include speaking directly with both patients and insurance companies over the phone, and via email to inform them of our billing practices and answer any inquiries about coverage.
We are a small, tight-knit, purpose-driven organization with aggressive growth goals in 2024 and beyond. We don’t have all the answers and we don’t expect you to, either. We do expect you to be curious, hardworking, and strive to be your best self.
Breakdown of the role

• Patient & Insurance Communication. (60%) You’ll handle patient and insurance calls, while managing a billing inbox. This role is responsible for addressing and resolving patient issues and concerns regarding their claim.
• Problem Solving. (20%) Ability to develop creative solutions to solve patient problems, to stay calm under pressure, and to put customers at ease.
• Record Handling. (20%) Ability to move through database systems quickly and efficiently while maintaining a high attention to detail.

What you’ll do

• Communicate with patients via phone and email to explain and discuss their insurance coverage.
• Address patient inquiries related to billing and insurance, providing clear and comprehensive information.
• Collaborate with the billing and eligibility teams to resolve any discrepancies and ensure accurate billing information.
• Interface with insurance companies to verify coverage, obtain pre-authorizations, and resolve claim-related issues.
• Advocate on behalf of patients to ensure they receive the maximum benefits available under their insurance plans.
• Offer exceptional customer service by actively listening to patients, understanding their concerns, and providing empathetic responses.
• Manage and prioritize patient inquiries to ensure timely resolution and satisfaction.
• Maintain accurate and detailed records of patient interactions and insurance-related communications.
• Generate reports as needed to track trends, identify common issues, and propose solutions for process improvement.
• Utilize Microsoft Outlook and Salesforce to manage communications, schedule follow-ups, and document interactions.
• Use discretion and good judgment in responding to questions by patients, providers, and other professional personnel.

What we expect from you

• High School Diploma or equivalent (Bachelor's degree preferred).
• Minimum 2 years experience in medical billing and a strong understanding of insurance coverage, language, and regulations
• Excellent written communication skills and the ability to convey complex information in a clear and concise manner
• Strong, empathetic communication skills
• Self-starter with the ability to work collaboratively with multiple teams and take direction
• Strong organizational skills, high level of attention to detail, follow through and active listening
• Basic knowledge of Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
• Database (such as Salesforce) navigation and literacy preferred
• Desire to make a positive impact on the care our patients receive

What you can expect from us

• Unlimited PTO. We work hard. We’re passionate about what we’re building together. We also have lives outside work.
• Healthcare benefits. Medical plus voluntary vision, dental. (We are a healthcare company, after all.)
• 401(k) with 4% employer match. We’re planning for the future—and we want to help you do the same.
• Remote-first culture. We are a distributed, remote-first team. We also like spending time together in our Chicago office and have a flexible in-office culture for those who wish to return to work in-person.
• Mindfulness and Meditation App. You’ll have complimentary access to the leading app for meditations, sleep stories, and other wellness resources.
• Recharge. We have one designated “no meeting day” each week so you can take a break from videoconferencing and have some quiet time to focus.
• Professional development. We invest in our team by offering every employee access to a professional development budget.
• Competitive compensation. We’re looking for top talent.
• A growth environment. The sky’s the limit.

About Lactation Network
The Lactation Network is setting a new standard for parents and lactation consultants alike. At TLN, our movement goes beyond any single outlet or tool. We activate education, connection, and advocacy to foster the new network of inclusive care between parents and IBCLCs; the network where every caregiver has the resources to thrive. TLN is powered by the largest network of IBCLCs in the country. Together, we are here to make sure families get the expert insurance covered lactation care that they deserve.
The Lactation Network is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.