# Healthcare Advocate (CX)

**Company:** [Granted](https://hotfix.jobs/companies/granted)
**Location:** Remote
**Role:** Customer Support
**Salary:** From $50k/yr
**Experience:** 2+ years
**Skills:** Medical Billing, Health Insurance, HIPAA, Phi Handling, Claims Processing, Prior Authorization, Billing Codes, Patient Advocacy, Healthcare Regulations, Escalation Management
**Posted:** 2026-05-14

> Own and resolve complex medical billing and insurance cases end-to-end for users, advocating with providers and insurers via phone/email/fax. Requires 2+ years in healthcare advocacy or billing, HIPAA knowledge, and flexible EST scheduling.

## Job Description

## Responsibilities
- Own cases from AI handoff to resolution, including next steps, outreach strategy, documentation, and follow-through.
- Decide how to route situations (provider, insurer, collections, employer plan, or user education) and define \"done\".
- Resolve complex user cases end-to-end, from AI handoff through final outcome.
- Contact providers and insurers via phone, email, and fax to verify coverage, correct claim and billing issues, and unblock next steps.
- Investigate and triage issues across benefits, eligibility, claims, prior auth, billing codes, and payment responsibility.
- Advocate for users with persistence, clear escalation paths, and strong documentation.
- Communicate clearly with users, setting expectations, sharing progress, and explaining options in plain language.
- Maintain high-quality case notes.
- Continuously learn healthcare regulations, payer behavior, and internal playbooks.
- Improve operations by collaborating with team, identifying repeat issues, tightening workflows, and building playbooks.
- Partner with Product and Engineering to turn case patterns into product improvements and better automation.

## Requirements
**Must-haves:**
- 2+ years of experience in patient/healthcare advocacy, medical billing, or health insurance.
- Flexible schedule for 40 hours between 7am-8pm EST, 7 days/week (e.g., Sunday–Thursday 9am–6pm or Tuesday–Saturday 10am–7pm).
- Comfortable working directly with provider offices, health insurers, and debt collection groups, including phone-heavy follow-up and escalation.
- Communicate with empathy and clarity, especially for hard news or complex explanations.
- Thrive in ambiguity with bias for action.
- Take documentation seriously with understanding of HIPAA and PHI handling.

**Nice-to-haves:**
- Early-stage (Series B or earlier) or healthtech startup experience.
- Experience driving patient outcomes related to medical billing (e.g., denials overturned, bills corrected).
- In-depth understanding of US healthcare navigation across coverage, claims, and billing.
- Insurance and billing experience with Medicare, Medicare Advantage, and/or Medicaid.

## Compensation
- Annual base salary starts at $50,000 (varies based on experience, expertise, and location).

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