Patient Advocate (SDQ)

Position Summary

We are looking for Patient Advocates to join our team in Santo Domingo. Candidates should have experience in healthcare operations and be able to support patients and providers within a medical record workflow environment. Success requires knowledge of healthcare workflows, written communication skills, familiarity with insurance, experience coordinating with pharmacies, and the ability to operate independently in a highly dynamic telehealth environment.

2+ years of BPO experience supporting patients or medical operations is REQUIRED. Candidates must have professional experience in healthcare environments like telehealth, pharmacy operations, or provider practices.

Fixed Salary: RD$ 65,000

Responsibilities

• Insurance Administration: Administer comprehensive insurance tasks, including eligibility verification, benefits investigation, prior authorization, coverage determination, and patient cost-sharing to ensure timely patient access to care.

• Patient Communication: Provide high-quality, comprehensive patient support by responding to inquiries and resolving non-clinical questions via messaging platforms, utilizing exceptional written English and de-escalation skills.

• Care Coordination & EHR Management: Facilitate seamless care coordination by managing complex Electronic Health Records (EHR) and multi-system workflows to triage messages, route work, and provide administrative support to clinicians.

• Pharmacy Operations: Oversee pharmacy coordination, including contacting pharmacies, resolving prescription fulfillment issues, and supporting non-clinical medication-related processes.

• Operational Efficiency: Efficiently manage multiple applications simultaneously to route, triage, and document actions while consistently adhering to established standard operating procedures.

• Treatment Guidance: Guide patients effectively through complex treatment workflows, ensuring they understand the next steps and resolution paths for their medical needs.

Required Skills and Abilities:

• Strong organizational skills, effective time management, proficient queue management, ability to prioritize work independently, and meticulous attention to detail.

• Ability to resolve novel patient situations, comfort operating in evolving workflows, and capacity to escalate issues appropriately.

• Exceptional written communication skills (critical for asynchronous messaging), professional patient-facing tone, and a strong sense of empathy and service orientation.

• Demonstrated ability to work effectively with cross-functional teams, including Physicians, Nurse Practitioners, Registered Nurses, pharmacy partners, and insurance stakeholders.

Education and Experience:

• Near-native written English with a focus on professional, empathetic, and clear asynchronous patient communication.

• 2-4 years of professional healthcare background, specifically within medical assistant, CNA, or insurance roles. Preferred Professional Backgrounds: Medical Assistant, Certified Nursing Assistant (CNA), Healthcare Coordinator, Care Coordinator, Prior Authorization Specialist, and Virtual Medical Assistant.

• Hands-on experience with Electronic Health Records (EHR) and multi-system medical workflows.

• Familiarity with pharmacy coordination, prior authorizations, and remote healthcare support environments.

Benefits:

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like BARNA
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio:

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spreading mental health awareness and promoting its importance. To take care of our people we have in-house clinical psychologists.