Telemedicine Patient Advocate

The Role

We’re looking for a Patient Advocate to join our team. In this role, you’ll report to a Care Team Manager and play a key part in guiding patients through their care journey. You’ll ensure every interaction is empathetic, efficient, and high-quality, while using various tools and workflows to resolve patient needs and elevate their overall experience.

Responsibilities

• Respond to patient inquiries via email, chat, and SMS using Zendesk
• Resolve common issues such as order tracking, medication refills, and lab scheduling using guided workflows and macros
• Escalate complex cases and document updates clearly in the EMR
• Collaborate with Clinical Ops, Pharmacy, and Labs to ensure continuity of care
• Identify recurring trends and suggest process improvements
• Meet and exceed performance targets (e.g., first reply time, resolution time, CSAT)
• Contribute to peer learning, documentation, and team knowledge
• Be available for occasional overtime—voluntary or mandatory depending on business needs