[Remote] Healthcare Advocate (CX)

Note: The job is a remote job and is open to candidates in USA. Granted is a seed-stage company focused on simplifying the U.S. healthcare system through AI and advocacy. They are seeking Healthcare Advocates to manage complex medical billing and insurance cases, ensuring high-quality user experiences and driving improvements in support processes.

Responsibilities

• 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
• 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

Skills

• 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
• 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

Company Overview

• Healthcare in the U.S. is broken - complex, confusing, and often unfair. It was founded in 2023, and is headquartered in New York, New York, USA, with a workforce of 11-50 employees. Its website is https://www.medbill.ai.

Apply tot his job Apply To this Job