Patient & Family Advisor

About the role

InStride Health's mission is to deliver specialty anxiety and OCD care that works for every kid, teen, young adult, and family who needs it. Through this mission, we are expanding access to insurance-based care, increasing engagement in treatment, and improving treatment outcomes. We are doing this by combining research-backed clinical care and innovative technology to eliminate the major problems with care today: difficulty finding providers, months of waiting to be seen, arduous onboarding processes, and inconsistent use of evidence-based therapies and outcomes tracking. Our vision is to become the nation's most trusted provider of pediatric anxiety and OCD care. Team InStride Health: Our Core Values Give Heart : We lead with heart, treating patients and their families the way we want our loved ones to be treated. Work Smart : We find smarter ways to solve hard problems and fix the broken mental health system by leveraging technology, diversity of thought, and innovation. Have Humility : We leave our egos at the door, empowering our team to collaborate, celebrate diversity, and adopt a growth mindset. Embrace Community: We all belong. We are in this together, and we never worry alone. We believe in each other and recognize that every voice matters. As a Patient and Family Advisor at InStride Health, you will be the first point of contact for prospective families, guiding them through the process of accessing life-changing care. Working as a vital part of a small, close-knit team, you will have significant opportunities to contribute to our growth and support one another. You will champion the program by building relationships, educating families about our services, helping them navigate the complexities of insurance, and providing concierge-level support from pre-application through onboarding. With a strong focus on patient advocacy, you'll help individuals who have faced challenges navigating the healthcare system, ensuring they receive the support they need. If you are a warm, empathetic person who is passionate about mental health care and energized by providing exceptional service, this is the perfect role for you. This is a full time position, with the work schedule being 11am-7pm Eastern time (Mon-Fri).

Responsibilities

• Patient & Family Education: Serve as the primary contact for inquiring families, handling inbound and outbound calls, texts, and emails to educate them on InStride's program, treatment methods, and clinical outcomes.
• Relationship Building: Foster trusting relationships by offering empathetic guidance and advocating for families facing hurdles in accessing care.
• Collaboration & Cross-Coverage: Act as a central liaison connecting families with our internal teams-including Payer, Scheduling, Authorization, Growth, and Clinical staff. Maintain a team-first mindset with a constant readiness to jump in, support, and cover for colleagues as needed.
• Innovation & Workflow Piloting: Actively step in to pilot new workflows, participate in organizational projects, and provide constructive feedback to refine team processes.
• Technology & Automation: Maintain a continuous improvement mindset with a willingness to utilize and learn AI tools to automate tasks and optimize daily workflows.
• Documentation & Process Management: Efficiently manage help desk tickets and maintain precise records within our CRM and internal systems, strictly adhering to HIPAA regulations to safely handle Protected Health Information.
• What You Need to Succeed in the Role
• Proven experience working closely with customers, patients, or families-including handling difficult conversations and communicating comfortably over the phone and other digital channels.
• General health insurance knowledge (billing, verification, benefits, cost-sharing, and eligibility) is highly preferred.
• Prior experience with HIPAA regulations and securely handling Protected Health Information is preferred.
• Highly resilient, comfortable navigating ambiguity, and eager to thrive within a fast-paced, collaborative team environment.
• Comfort navigating CRM platforms (e.g., Salesforce, ZohoCRM) and support ticketing workflows to ensure seamless, timely communication and follow-ups with families.
• A strong collaborative spirit with a readiness to pilot new workflows, learn AI tools, and actively share constructive feedback.
• A warm, empathetic nature paired with a genuine passion for delivering exceptional support and creating positive experiences for familie

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