Lena Health Advocate

Location: Remote, Work from Home
Job Type: Full-Time

About Lena Health

One of the beautiful things about working at Lena is the connection that we make with patients. At Lena, we believe fundamentally that navigating healthcare shouldn’t be so hard and that nobody should have to do it alone. Our team of advocates are the company’s most important assets, driving a unique patient experience that improves health and access to care.

We’re a young company, driven to create a new standard of the healthcare experience, and hungry to make a lasting impact in the world. By definition, this is not easy, so we look for passionate colleagues who are just “weird” enough to believe it’s possible.

The Role of a Lena Health Advocate

Lena Health Advocates are dedicated healthcare coordinators who provide support through phone calls and text messages. Lena Advocates provide this support and contact patients entirely through Lena’s communication platform. Our Lena Advocates work with a patient population of a Hospital Health System or Primary Care Clinic to proactively handle the non-clinical needs of patients as they arise, such as scheduling their appointments, finding the right specialist, finding transportation, or even helping to afford their medication. Our Advocates are problem solvers for patients and are passionate about creating a “wow” experience with each interaction.

Your responsibilities as a Health Advocate include:

• Communicating with patients over the phone or through SMS chat
• Responding to patient outreach within 15 minutes
• Solving navigation problems for patients by navigating the healthcare system, health plan, and community resources on their behalf
• Coordinate with the client’s clinical care team to solve patient needs
• Self-manage your caseload of patients to achieve high engagement and patient satisfaction
• Work with the leadership and technology team to develop and refine a world-class patient experience healthcare

Remote:

• Lena follows a “remote-first” philosophy, with our team members distributed across the nation in Texas, Delaware, New Mexico, Arkansas, Georgia, Kentucky and Hawaii.

Qualifications & Necessities

• Bachelor’s degree + previous customer service experience (call support, counseling, coaching, billing support, etc.)
• You Have Empathy: ability to express compassion for others’ challenging experiences
• Excellence Mindset: desire to find the best way to do things and uncover best practices
• Flexible and Adaptable: you’re not afraid to make changes and try new things in efforts to improve
• Excited About Technology: you want to use technology to be more effective and contribute towards the next frontier of healthcare innovation
• Strict with Quality: you’re organized and care about the quality of the work you put forth
• Strict with Deadlines: you take your commitment to timelines seriously and you’re disappointed when you miss promises to your colleagues.
• Access to reliable high speed internet and a computer

Preferred Experience

• Previous experience in social services, mental health, CDC contact tracer, patient advocacy, case management, Medicare, wellness counseling, chronic disease management, or experience as a Resident Services Coordinator
• Knowledge of medical terminology
• Experience working in a small team, fast-paced work environment

Application Requirements

Please submit a resume and complete all Indeed Skills Assessments.

ONLY applications with a Phone Interview Assessment submitted will be reviewed.

Our Commitment to Equal Opportunity

Lena is committed to diversity in the workplace and to providing equal opportunity and affirmative action to employees and applicants. We are an Equal Opportunity Employment / Affirmative Action employer dedicated to workforce diversity. Background investigations are required, as allowed by law. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Job Type: Full-time

Pay: $16.00 - $20.00 per hour

Benefits:

• Paid time off

Schedule:

• Monday to Friday

Work Location: Remote