Healthcare Advocate (Medical Coding)

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

• Resolve complex user cases end-to-end, from AI handoff through final outcome.
• Review EOBs for coding accuracy: verify that CPT, ICD-10, revenue, and modifier codes match the care actually received, the provider type, and the setting of care (inpatient vs. outpatient, facility vs. professional, etc.).
• Identify and flag code-level billing errors: duplicate billing, bundling violations (e.g., billing component codes when a global code applies), mutually exclusive code pairs, incorrect place-of-service codes, and procedure/diagnosis mismatches.
• Contact providers and insurers via phone, email, and fax to verify coverage, correct claim and billing issues, and unblock next steps.
• Investigate and triage issues across benefits, eligibility, claims, prior auth, billing codes, and payment responsibility.
• Advocate for the user by pushing cases forward with persistence, clear escalation paths, and strong documentation.
• Communicate clearly with users, setting expectations, sharing progress, and explaining options in plain language, including when a coding error is the root cause.
• Maintain high-quality case notes so anyone can understand what happened, what changed, and what to do next.
• Continuously learn healthcare regulations, payer behavior, coding guidelines, and internal playbooks, and apply that learning quickly.
• Improve how we operate by collaborating with other healthcare advocates, identifying repeat billing patterns, tightening workflows, and helping build playbooks that scale in an early-stage environment.
• 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
• 2+ years of hands-on experience in medical billing or coding, with working knowledge of CPT, ICD-10, and how codes translate to patient financial responsibility
• Formal coding certification (CPC, CPC-H, or equivalent) is a plus but not required
• 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

• Must have a flexible schedule to work 40 hours between 7am - 8pm EST, 7 days/week.
• Must be comfortable working directly with provider offices, health insurers and debt collection groups, including phone-heavy follow-up and clear escalation when needed.
• Must communicate with empathy and clarity, especially when delivering hard news or complex explanations.
• Must thrive in ambiguity, and move cases forward with a bias for action, choosing the right next step, without perfect information.
• Must take documentation seriously and protect user privacy, with a solid working understanding of HIPAA and PHI handling.
• Must be mission-driven and passionate about helping build a new standard for how people get help navigating U.S. healthcare.

Skills

• Experience with Medicare, Medicare Advantage, and/or Medicaid billing rules, including how coding guidelines differ across payer types.
• Demonstrated track record of catching billing errors that reduced patient financial liability, overturned denials tied to coding issues, or corrected claims with incorrect codes.
• In-depth understanding of how coding intersects with coverage determinations, especially in complex cases involving prior auth, medical necessity language, or claim denials citing incorrect procedure codes.

Benefits

Individual compensation will vary based on experience, relevant expertise, and geographic location.

Pay

In compliance with applicable pay transparency laws, the good-faith annual base salary typically starts at $50,000.

Schedule

Preferred hiring locations: New York, Texas, Ohio.