Reports to:  VP of Product & Patient Experience

Kannact is a human-driven digital wellbeing company that improves population outcomes by actively supporting people with chronic conditions and behavior change.

Position Description:

The Patient Advocate is a passionate, experienced healthcare professional who assists patients in managing insurance issues, collecting important information required to participate in the program, understanding the health coaching program, and improving their overall health status and wellbeing through healthy behavior changes, including supporting with exercise, nutrition, sleep, stress, and medication adherence. These individuals are essential support personnel who guide patients through the registration and participation process.

The Patient Advocate will communicate with patients both via phone and email to ensure they are able to secure the required documents and information so that they can begin working with a health coach and be scheduled for an intake call with a nurse practitioner. A successful Patient Advocate will be detail-oriented, demonstrate sound healthcare knowledge, and have insurance knowledge and/or hospital experience. This individual will also be able to communicate with patients effectively through various virtual communication channels, including potentially serving as the patient’s assigned health coach.

Key Responsibilities:

• Billing/Insurance Navigation: Helping patients collect insurance information, understand potential costs, and answer billing questions.
• Communication: Maintaining open channels of communication with patients to ensure they are being heard and feeling confident with the process.
• Appointments: Setting up coaching sessions and/or intake appointments.
• Care Management: Providing coaching and education to patients to help promote health, improve knowledge about conditions, and prevent hospital readmissions.
• Process Development: Developing and refining operational processes to streamline the patient registration, billing and onboarding experience.
• Patient Advocacy: Maintaining the privacy of patient health data and ensuring accurate records of patients’ contact details.
• Overall Operational Support: Supporting coaches, connecting with physicians, and other duties that help produce high satisfaction of all key stakeholders.

Minimum Qualifications

• Excellent communication skills, both verbal and written
• Strong understanding of the healthcare system and insurance policies
• Negotiation and conflict resolution skills
• Attention to detail and organizational skills
• The ability to consult with patients through virtual communication channels with empathy and compassion
• Health coach certification and experience with health coaching preferred
• Being bilingual in English and Spanish (or Chinese or Vietnamese) is a plus

Salary and Benefits:

Competitive pay commensurate with experience.

Work Environment

Ability to work virtually; must have internet connectivity at home. The position will require extensive time sitting and viewing computer screens and talking and listening on the phone. The contractor frequently is required to use hands to finger handle or feel; reach with hands and arms.

Position Type/Expected Hours of Work

This is a Non-exempt position and the days and hours of work depend on the specific shift that the applicant is hired for. Some evening and weekend work may be requested.