Patient Advocate

Position Summary:

The Patient Advocate serves as the primary point of contact for members seeking assistance in locating and accessing care within the Amplify provider network. This role focuses on delivering high-quality phone-based support, guiding members to appropriate in-network providers, and ensuring a positive, informed, and efficient care navigation experience. The Patient Advocate acts as a liaison between members, providers, and internal teams to resolve questions, remove barriers to care, and promote member satisfaction.

Essential Duties & Responsibilities:

· Answer inbound calls from members seeking assistance with finding medical, behavioral health, or ancillary providers within the Amplify network.

· Assess member needs and determine the most appropriate in-network provider options based on specialty, location, availability, and plan requirements.

· Provide clear, accurate information regarding provider participation, referral requirements, and next steps for accessing care.

· Assist members with appointment coordination when applicable.

· Utilize internal systems, directories, and network tools to identify contracted providers and verify network status.

· Escalate gaps in network availability or access issues to the appropriate internal teams.

· Document provider feedback or member-reported issues for network quality review.

· Deliver a high-quality, empathetic, and solutions-oriented member experience.

· Resolve member questions related to navigation, provider access, and general plan processes.

· Identify when issues require escalation and follow established workflows.

· Accurately document all member and provider interactions following organizational standards.

· Maintain confidentiality and adhere to HIPAA and regulatory requirements.

· Follow established scripts, workflows, and quality standards.

· Communicate trends, recurring issues, or process gaps to leadership.

· Participate in training, quality reviews, and performance improvement initiatives.

· Support cross-functional teams as needed.

Required Qualifications:

· High school diploma or equivalent; associate degree preferred.

· 1–3 years of experience in healthcare customer service, patient advocacy, call center operations, or related fields.

· Strong understanding of provider networks, insurance basics, and care navigation concepts.

· Excellent verbal communication skills.

· Proficiency in call center systems, CRM tools, and provider lookup platforms.

Preferred Qualifications:

· Experience in a payer, TPA, or provider-network environment.

· Familiarity with Amplify or similar network-based care models.

· Bilingual capabilities.

· Knowledge of HIPAA, medical terminology, and referral/authorization processes.

Key Competencies:

· Broad understanding of care systems and medical procedures

· Empathy & Member Focus

· Problem Solving

· Attention to Detail

· Communication

· Adaptability

· Compliance Awareness

Job Type: Full-time

Pay: $25.34 - $30.52 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• How many years of experience do you have in a healthcare customer service, patient advocacy, or call center environment?

None

Less than 1 year

1–2 years

3 years

• Which of the following best describes your experience with provider networks and insurance plans?

No experience

Basic understanding (general insurance knowledge)

Experience verifying in-network providers and explaining benefits

Extensive experience navigating provider directories and referral/authorization requirements

• Which systems have you regularly used in prior roles? (Select all that apply.)

CRM platform (Salesforce, Zendesk, etc.)

Provider lookup/network directory tools

Electronic Health Records (EHR/EMR)

None of the above

Work Location: Hybrid remote in Edina, MN 55435

Salary : $25 - $31