Rely Health

Rely Health

Lead, Patient Care Advocate

Remote (United States) · Full-time

Sponsorship not specifiedDetected 25 days ago
Data AnalysisComplianceCRMProcess ImprovementHRPerformance ManagementHIPAAEHR/EMRPublic HealthPatient CareLeadershipCommunicationCollaborationCritical ThinkingMentoringMicrosoft Office

About the role

  • This role balances direct call handling and queue coverage with team coordination, performance monitoring, training, scheduling, and timecard approval.

Responsibilities

  • For new or emerging issues: reports to Manager/Supervisor and collaborates on developing solutions.
  • Serves as backup to the call queue to maintain service levels during high-volume periods.
  • Collaborates with AI tools to streamline patient interactions and prioritize higher-acuity cases.
  • People Management Holds Bi-weekly supervision meetings with all direct reports to review performance, provide feedback, and support professional development.
  • Collaborates with Manager on performance reviews and developmental feedback.
  • Training Supports implementation of program expansion and new client site initiatives.
  • The Lead Navigator is responsible for resolving team escalations within established workflows in collaboration with the Manager, and reporting new or emerging issues to the Manager with proposed solutions.
  • reports to Manager/Supervisor and collaborates on developing solutions.
  • Creates and manages call center

Requirements

  • The categories are broad, reflecting minimum requirements.
  • 1+ years leading or mentoring a team.
  • Experience training other employees.
  • Understanding of and ability to comply with all HIPAA and confidentiality requirements.

Nice to have

  • Experience with underserved populations.
  • Knowledge of Medicare, Medicaid, and commercially insured payer common practices and policies.
  • Individuals with lived experience.
  • 40+ wpm typing proficiency.
  • EHR/EMR or call center CRM documentation experience.
  • Experience using technology, apps, and software.
  • Proficiency in Microsoft Office, Google Suite, and video conferencing.
  • Active listening, de-escalation, and motivational interviewing skills.

Benefits

  • About Rely Health At Rely Health, we leverage a comprehensive suite of technology tools to ensure every patient receives personalized support throughout their healthcare journey.
  • Our solution not only reduces worry and frustration for patients and their families but also improves overall health outcomes and reduces the total cost of care
  • Direct Patient Navigation Maintains a direct call handling function across 3+ service lines as needed to maintain queue coverage.
  • Client Communication Acts as an indirect communication link between client site partners and Rely Health leadership - all client-facing program requests are channeled appropriately through established protocols.
  • shift schedules, adjusting as needed to ensure full queue coverage across all service lines.
  • Technology Monitors team technology usage and call center metrics in Rely Health tools, reporting results to leadership and clients as needed.
  • By combining human empathy with cutting-edge technology, Rely Health ensures comprehensive, efficient, and accessible care navigation for all patients, regardless of their location or circumstances.
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This listing is sourced directly from Rely Health's careers page and normalized into a canonical job model.