Our client is seeking compassionate, detail-oriented Patient Care Advocates to join their growing Care Advocacy team. In this role, you will serve as a frontline resource for members by providing high-quality support through patient advocacy programs, coordinating prescription access, resolving insurance barriers, and helping members identify medication savings opportunities.

This is a fast-paced, fully onsite call center environment where you'll manage patient cases, conduct outbound outreach, and collaborate with cross-functional teams to deliver an exceptional member experience.

Schedule: Monday–Friday | 10:00 AM – 7:00 PM, ONSITE

Key Responsibilities

Member Support & Patient Advocacy

• Manage a caseload of members while providing compassionate, timely, and accurate support throughout the medication access process.
• Conduct proactive outbound outreach to members, pharmacies, physician offices, and other healthcare partners to coordinate prescription fulfillment and resolve barriers to care.
• Respond to member inquiries and provide education regarding available patient advocacy and medication savings programs.
• Advocate for members by identifying solutions that improve medication affordability and access.

Care Guide & Program Support

• Assist members with a variety of cost-saving programs, including:
• Patient Assistance Programs (PAPs)
• Copay Assistance Programs
• Specialty Pharmacy Enhanced Care Management (ECMP)
• International medication savings programs
• Contact pharmacies to resolve insurance rejections and prescription processing issues.
• Coordinate with provider offices to obtain prescriptions, prior authorizations, and required documentation.
• Accurately document member interactions, outreach efforts, case updates, and next steps within internal systems.

Collaboration & Escalations

• Partner with internal teams including Pharmacy, Clinical, Client Success, Quality, and Operations to resolve member issues.
• Identify complex or high-impact cases and escalate appropriately to leadership.
• Share trends, workflow challenges, and member feedback to support continuous process improvement.

Quality & Compliance

• Maintain HIPAA compliance and adhere to all company policies and healthcare regulations.
• Consistently meet productivity, quality, documentation, and schedule adherence expectations.
• Participate in quality monitoring through routine call audits and performance reviews.

Requirements:

• Must be a licensed Pharmacy Technician in the state of Texas
• Ability to work in a fully onsite, outbound call center environment
• Excellent organizational skills with the ability to manage multiple patient cases simultaneously
• Proficiency with Microsoft Office applications

Preferred

• Nationally Certified Pharmacy Technician (PTCB/NHA)
• Experience in healthcare operations, patient advocacy, care coordination, specialty pharmacy, PBM, or pharmacy services
• Previous call center or healthcare customer service experience
• Retail pharmacy experience is welcomed; however, candidates should be comfortable transitioning into a phone-based patient advocacy role
• Knowledge of HIPAA regulations and healthcare compliance standards
• Strong problem-solving skills with a patient-centered approach

^*We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO), and the California Fair Chance Act (CFCA).

^*As a job position within our Insurance division, a successful completion of a background check may be required as a condition of employment. This requirement is directly related to essential job functions including but not limited to: accessing medical and confidential records, verifying financial information, and working within departments that care for vulnerable populations, such as, minors, elderly and those with physical or mental disabilities. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients