Patient Care Advocate

About the role

LucyRx, an independent pharmacy benefits manager, is hiring a Patient Care Advocate to deliver high-quality, empathetic and efficient support to its members through Care Guide programs. The role covers inbound member support and proactive outreach, acting as a frontline point of contact for inquiries, follow-ups, issue resolution and guidance, working with Team Leads, leadership and cross-functional partners.

Key responsibilities

• Respond to member inquiries and carry out approved member outreach with timely, accurate and compassionate Care Guide support.
• Follow Care Guide workflows and outreach priorities, documenting outreach attempts, engagement status, outcomes and next steps in approved systems.
• Escalate complex, sensitive or high-impact member needs to the Team Lead or leadership and help track and communicate escalation outcomes.
• Maintain HIPAA compliance and report quality or compliance concerns to leadership.
• Share frontline insights and trends with leadership to support continuous improvement.
• Collaborate with Client Success, Clinical, Pharmacy, Quality and Analytics teams as needed.

Required profile

• Preferred: experience in healthcare operations, patient advocacy, care coordination or customer service; experience in PBM, specialty pharmacy or healthcare services preferred.
• Preferred: Certified Pharmacy Technician (CPhT) credential; non-certified candidates must show willingness to obtain it within six months of hire or promotion.
• Preferred: call center or service-based healthcare experience, and experience supporting remote or distributed teams.
• Ability to meet real-time performance, outreach and service metrics, and to work in a fast-paced, team-oriented environment.

Required skills

• Knowledge of HIPAA and healthcare compliance standards.
• Proficiency in Microsoft Office tools.
• Strong communication, problem-solving and decision-making skills.

The role is largely sedentary, based in an office or home office using a computer and occasional office equipment, with possible travel by car or plane. Pay is $20.74-$24.31 per hour.