Customer Care Advocate - Thursday, Friday,… at iRhythm… · Remote

Customer Care Advocate - Thursday, Friday, Saturday, Sunday, Monday 12:30pm - 9:00pm CST Location: Remote - US Career-defining. Life-changing. At iRhythm, you’ll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career About This Role: Role: Customer Care Advocate Reports To: Customer Care Supervisor Shift: Thursday, Friday, Saturday, Sunday, Monday 12:30pm - 9:00pm CST Location: Remote US About the Role The Customer Care Advocate serves as front-line support in our high-volume, inbound Contact Center, assisting patients and providers with professionalism, adaptability, and strong communication in a fast-paced, collaborative environment. In this role, you will: Provide empathetic, personalized support to patients and providers, ensuring each interaction leaves individuals feeling heard, informed, and valued. Verify insurance, investigate benefits coverage, estimate out-of-pocket costs, and discuss patient payment options. Troubleshoot product, service, and enrollment issues with sensitivity and urgency. Act as the liaison between patients and iRhythm, ensuring requests are completed accurately and in compliance with regulatory standards. Responsibilities Deliver accurate, timely support to patients and providers throughout the device wear process and beyond, resolving inquiries efficiently and ensuring all service requests are handled to compliance and quality standards. Make outbound calls to patients to explain coverage, responsibilities, or payment options. Respond to inquiries, manage tickets/emails, and provide timely updates to patients, providers, and internal teams. Document all interactions and coverage details in Salesforce with accuracy. Maintain updated and complete patient and insurance records. Participate in meetings and training in a virtual/on-camera environment. Ensure compliance with FDA regulations and HIPAA privacy requirements. Consistently meet productivity, quality, and service-level metrics. Provide support to other teams during peak periods and participate in cross-training to enhance skills and knowledge. May include other duties as business needs arise. Qualifications Required: High school diploma or equivalent. 2–3+ years of customer service experience in a high-volume environment (Contact Center or 60+ activities/day). Strong communication skills—clear, empathetic, and proactive (verbal and written). Experience using Microsoft Office tools (Outlook required; Word, Excel, PowerPoint preferred). Typing speed of 40+ WPM and confident system navigation. Ability to handle sensitive information and stressful situations calmly and professionally. Flexibility to adapt quickly in a growth-driven, fast-paced environment. Demonstrate resourcefulness and emotional intelligence to identify obstacles and work collaboratively toward solutions. Exhibit independent thinking and sound judgment when addressing situations not outlined in manuals or procedures. Preferred: Experience in healthcare, medical devices, or patient-focused environments (non-insurance based). Background in health insurance, benefits investigation, reimbursement, or financial counseling. Experience with CRM software; Salesforce strongly preferred. Work Environment Schedule: iRhythm provides 24/7 patient support. Shifts may include weekends and holidays and are subject to change with notice. After the first 90 days of employment, shifts are reviewed quarterly, and adjustments may be requested to align with business needs. Overtime shifts may occasionally be offered or mandated depending on business needs. Employees are required to work four holiday shifts per year, which are assigned through a bid process. For employees working within 45 minutes of an IRT location, occasional in-office attendance may be required for training, team days, IT issues, or business needs (advance notice provided where possible). Home Office Requirements: A secure, private, distraction-free workplace is essential to conduct the duties of this role effectively and compliantly. Desk setup for laptop and dual monitors. Reliable high-speed internet: minimum 50 Mbps upload / 150 Mbps download, with direct router connection. Performance Expectations Quality scores at or above minimum requirements. Compliance with HIPAA, privacy, and regulatory standards. Consistent achievement of service-level metrics (call handle time, wrap time, productivity, availability, quality). Strong attendance and schedule adherence Location: Remote - US Actual compensation may vary depending on job-related factors including knowledge, skills, experience, and work location. Estimated Pay Range $20.60 - $25.75 As a part of our core values, we ensure an inclusive workforce. We welcome and celebrate people of all backgrounds, experiences, skills, and perspectives. iRhythm Technologies, Inc. is an Equal Opportunity Employer. We will consider for employment all qualified applicants with arrest and conviction records in accordance with all applicable laws. iRhythm provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including those who may have any difficulty using our online system. If you need such an accommodation, you may contact us at taops@irhythmtech.com About iRhythm Technologies iRhythm is a leading digital healthcare company that creates trusted solutions that detect, predict, and prevent disease. Combining wearable biosensors and cloud-based data analytics with powerful proprietary algorithms, iRhythm distills data from millions of heartbeats into clinically actionable information. Through a relentless focus on patient care, iRhythm’s vision is to deliver better data, better insights, and better health for all. Make iRhythm your path forward. Zio, the heart monitor that changed the game. There have been instances where individuals not associated with iRhythm have impersonated iRhythm employees pretending to be involved in the iRhythm recruiting process, or created postings for positions that do not exist. Please note that all open positions will always be shown here on the iRhythm Careers page, and all communications regarding the application, interview and hiring process will come from a @irhythmtech.com email address. Please check any communications to be sure they come directly from @irhythmtech.com email address. If you believe you have been the victim of an imposter or want to confirm that the person you are communicating with is legitimate, please contact taops@irhythmtech.com. Written offers of employment will be extended in a formal offer letter from an @irhythmtech.com email address ONLY. For more information, see https://www.ftc.gov/business-guidance/blog/2023/01/taking-ploy-out-employment-scams and https://www.ic3.gov/Media/Y2020/PSA200121