Healthcare Advocate

About the role

The Customer Experience (CX) team delivers high-quality support that helps Granted users navigate the U.S. healthcare system with less time, cost, and stress. We're growing quickly, and we're hiring Healthcare Advocates (HA) to take on more complex cases and raise the bar on what "great support" looks like as we scale.

Responsibilities

• You will own a case from handoff to resolution, including next steps, outreach strategy, documentation, and follow-through.
• You will decide how to route each situation (provider, insurer, collections, employer plan, or user education) and what "done" looks like.
• You will be accountable for timely, accurate outcomes and a high-quality user experience, even when the path is unclear.
• You will drive improvements to playbooks and internal processes based on real case patterns.
• You will continuously learn healthcare regulations, payer behavior, and internal playbooks, and apply that learning quickly.
• You will improve how we operate, by collaborating with other healthcare advocates, identifying repeat issues, tightening workflows, and helping build playbooks that scale - in an early-stage environment.
• You will partner with Product and Engineering to turn real case patterns into product improvements and better automation.

Requirements

• 2+ years of experience in patient/healthcare advocacy, medical billing, or health insurance.
• A flexible schedule to work 40 hours between 7am - 8pm EST, 7 days/week. To start, you’ll either work: Sunday – Thursday, 9am–6pm, or Tuesday – Saturday, 10am–7pm.
• You are comfortable working directly with provider offices, health insurers and debt collection groups, including phone-heavy follow-up and clear escalation when needed.
• You communicate with empathy and clarity, especially when delivering hard news or complex explanations.
• You thrive in ambiguity, and move cases forward with a bias for action, choosing the right next step, without perfect information.
• You take documentation seriously and protect user privacy, with a solid working understanding of HIPAA and PHI handling.
• You are mission-driven and are passionate about helping build a new standard for how people get help navigating U.S. healthcare.

Qualifications

• Early-stage (Series B or earlier) or healthtech startup experience is a plus.
• You helped drive real patient outcomes related to medical billing, e.g., denials overturned, bills corrected, balances reduced, coverage clarified.
• You have an in-depth understanding and ability to navigate healthcare in the US – able to identify and resolve issues across coverage, claims, and billing.
• You have insurance and billing experience with Medicare, Medicare Advantage and/or Medicaid plans.

Skills

• Strong communication skills, both written and verbal, with a focus on empathy and clarity.
• Ability to work independently and manage multiple tasks simultaneously.
• Experience with healthcare regulations and payer behavior.
• Proficiency in using healthcare-related software and tools.

Benefits

Individual compensation will vary based on experience, relevant expertise, and geographic location. The good-faith annual base salary typically starts at $50,000.

Pay

The good-faith annual base salary typically starts at $50,000.

Schedule

To start, you’ll either work: Sunday – Thursday, 9am–6pm, or Tuesday – Saturday, 10am–7pm.