Healthcare Advocate

## About the Role The Customer Experience (CX) team delivers high‑quality support that helps Granted users navigate the U.S. healthcare system with less time, cost, and stress. We're growing quickly, and we're hiring Healthcare Advocates (HA) to take on more complex cases and raise the bar on what "great support" looks like as we scale. As a HA, you'll own high‑impact medical billing and insurance cases end‑to‑end. Our AI agent will handle the initial intake and information gathering, then hand cases to you when judgment, persistence, and human advocacy are needed to get to resolution. You'll work on a small, high‑trust team and partner closely with Product and Engineering to turn frontline learnings into better workflows and a better user experience. ## What You'll Own - You will own a case from handoff to resolution, including next steps, outreach strategy, documentation, and follow‑through. - You will decide how to route each situation (provider, insurer, collections, employer plan, or user education) and what "done" looks like. - You will be accountable for timely, accurate outcomes and a high‑quality user experience, even when the path is unclear. - You will drive improvements to playbooks and internal processes based on real case patterns. ## What You'll Do - 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 the user by pushing cases forward 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 so anyone can understand what happened, what changed, and what to do next. - Continuously learn healthcare regulations, payer behavior, and internal playbooks, and apply that learning quickly. - Improve how we operate, by collaborating with other healthcare advocates, identifying repeat issues, tightening workflows, and helping build playbooks that scale - in an early-stage environment. - Partner with Product and Engineering to turn real case patterns into product improvements and better automation. ## We'll be most excited if you ### Must-haves - 2+ years of experience in patient/healthcare advocacy, medical billing, or health insurance - Flexible schedule to work 40 hours between 7am - 8pm EST, 7 days/week. To start, you'll either work: - Sunday – Thursday, 9am–6pm, or - Tuesday – Saturday, 10am–7pm - You are comfortable working directly with provider offices, health insurers and debt collection groups, including phone-heavy follow‑up and clear escalation when needed. - You communicate with empathy and clarity, especially when delivering hard news or complex explanations. - You thrive in ambiguity, and move cases forward with a bias for action, choosing the right next step, without perfect information. - You take documentation seriously and protect user privacy, with a solid working understanding of HIPAA and PHI handling. - You are mission-driven and are passionate about helping build a new standard for how people get help navigating U.S. healthcare. ### Nice-to-haves - Early-stage (Series B or earlier) or healthtech startup experience - You helped drive real patient outcomes related to medical billing, e.g. denials overturned, bills corrected, balances reduced, coverage clarified. - In-depth understanding and ability to navigate healthcare in the US – able to identify and resolve issues across coverage, claims, and billing. - Insurance and billing experience with Medicare, Medicare Advantage and/or Medicaid plans ## Additional Details - In compliance with applicable pay transparency laws, the good-faith annual base salary typically starts at $50,000. Individual compensation will vary based on experience, relevant expertise, and geographic location. - Preferred hiring locations: New York, Texas, Ohio