Progyny Care Advocate, RN

About the role

The Progyny Care Advocate (PCA) RN plays a critical role in supporting members throughout their family-building and women’s health journeys. In this role, you will leverage your customer service expertise and patient care experience to deliver a high-touch, concierge-level member experience across phone, email, and secure messaging channels.

Responsibilities

• Own the member relationship by educating members about Progyny and their personalized benefits, empowering them to make informed decisions and optimize their care journey.
• Onboard new members by capturing demographic information, confirming eligibility, and providing detailed benefit guidance using internal systems and resources.
• Deliver concierge-level member support through phone, email, and secure messaging interactions.
• Respond to member inquiries with empathy and accuracy, providing high-quality solutions to meet member needs.
• Partner cross-functionally with internal teams to resolve complex inquiries, escalations, and member issues.
• Serve as a liaison between members and fertility clinics, including assisting with appointment scheduling and care coordination.
• Maintain accurate documentation and demonstrate strong attention to detail when managing member cases.
• Participate in ongoing learning and development opportunities to deepen expertise and contribute to continuous improvement.

Requirements

• 2+ years of experience in a contact center environment, preferably within healthcare, insurance, or patient services.
• Knowledge of the fertility and women’s health landscape, including common procedures and patient care pathways, required.
• Exceptional customer service and communication skills, with the ability to explain complex information clearly and concisely.
• Strong interpersonal and conflict-resolution skills with a member-first mindset.
• Ability to prioritize competing tasks and manage multiple workflows in a fast-paced environment.
• Highly organized with strong attention to detail.
• Comfortable working independently and exercising sound judgment.

Qualifications

• Must be willing to work a 12:00 PM – 9:00 PM EST shift.

Benefits

• Family friendly benefits: Paid family and parental leave, preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support), family and pet care fund, and Parents’ Employee Affiliation Group
• Menopause and midlife care
• Health, dental, vision and life insurance options for employees and family
• Free in-person, virtual and text-based mental health and wellness support
• Paid time off, including vacation, sick leave, personal days and summer flex time
• Company equity
• Bonus program
• 401(k) plan with company match
• Access to on-demand legal and financial advice
• Learning and development programs to help you grow professionally and a mentorship program
• Company social events to include annual volunteer day and donation matching
• Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office

Pay

The hourly salary [wage] range for NYC-based applicants is: $28.00/hour- $40.00/hour.

Schedule

This is a 12:00 PM – 9:00 PM EST shift.