About the Role

As a Patient Advocacy Specialist working on the Medmo team, you’ll play a vital role in helping Medicaid members access the resources and support they need to improve their health and well-being.

In this role, you’ll serve as a trusted point of contact for members, helping them identify and navigate services that address a range of health-related and social needs. You’ll connect members with eligible community resources, including support related to nutrition, housing, transportation, and other essential services.

This is much more than a call-handling role. You’ll build meaningful relationships with members, listen to their needs, help remove barriers to care and support, and follow through to ensure they are connected to appropriate resources and have a positive experience. You’ll use empathy, sound judgment, and problem-solving skills to meet members where they are and help them take the next step toward better health outcomes.

You’ll work in a fast-paced, collaborative environment where strong communication, resilience, and attention to detail are essential. If you’re passionate about helping people, enjoy building relationships, and are motivated by making a meaningful difference in your community, we’d love to meet you.

In This Role, You Will Be Expected To:

• Engage members in meaningful conversations to understand and identify health-related social needs. 
• Educate members about available resources and connect them with appropriate community-based organizations (CBOs) and social service programs. 
• Make referrals to CBOs based on member’s individual needs, eligibility, and preferences. 
• Follow up with members to support successful connections to referred services. 
• Document outreach attempts, member needs, referrals, and outcomes accurately and in accordance with established workflows and privacy requirements. 
• Answer member questions, resolve issues proactively, and remove barriers that may delay service coordination.
• Meet and exceed individual and team performance goals while maintaining a high standard of quality and empathy in every interaction.
• Become an expert in Covera Health/Medmo's products, workflows, and operational processes, continuously expanding your knowledge as our platform evolves.
• Identify opportunities to improve the patient experience by sharing insights and collaborating with leaders across Patient Experience, Product, Engineering, and Operations.
• Contribute to a culture of continuous improvement by helping refine workflows, documentation, and best practices.
• Work collaboratively across teams to deliver an exceptional experience for every patient we serve.

Special Considerations

We are a remote-first company with employees located across the U.S., this is a remote role, no travel required beyond the initial one-time in-person client training

Spanish fluency (written and verbal) is a requirement for this position and will be evaluated during the interview process.

Support business needs during standard operating hours of 9:00 AM to 5:30 PM (in your time zone), with flexibility for occasional overtime as needed.

Requirements

• 1+ years of experience in a call center, customer support, patient services, community health, or another high-volume customer-facing role required.
• Spanish fluency (written and spoken) is required.
• Strong communication and relationship-building skills, with the ability to build trust and communicate with empathy.
• Experience in healthcare, patient services, community health, value-based care, or a related field is preferred but not required.
• Experience working with Medicaid reimbursement is preferred but not required.
• A proactive, self-motivated approach with the grit and resilience to navigate challenges and adapt in a fast-paced environment.
• Good judgment and the ability to remain calm, confident, and solutions-oriented while balancing multiple customer or patient needs and competing priorities.
• Exceptional organizational skills with the ability to prioritize, manage competing priorities, and maintain attention to detail.
• Strong technical aptitude and comfort learning new systems, tools, and workflows quickly.
• A collaborative mindset and a genuine passion for improving the patient and community experience.
• A college degree or equivalent combination of education and relevant experience is preferred but not required.

Onsite Training Requirement

All Patient Advocacy Specialist’s are required to attend an onsite training in New York as part of their onboarding. Attendance is mandatory.

AI at Covera

At Covera Health, AI is not a novelty. It's a core part of how we work. Every team member is expected to actively use AI in their day-to-day role, and we invest in building that fluency across the organization. If you lean into new tools and are energized by what's still possible, you'll fit in.

Benefits

• Comprehensive medical plans — choose from three plans, including one with 100% of premiums covered for you and your dependents
• Vision & Dental
• Paid Time Off (PTO) Policy 
• Sick days in accordance with your state law
• 12 weeks of paid parental leave
• 12 Fixed Holidays (company closed)
• 401(k) Retirement Plan
• Annual Professional Development Stipend to invest in courses, books, or any other professional development related activity
• Annual Wellness stipend for fitness, mental health or other wellness expenses

Compensation

The hourly range for this position ranges from $22.00 – $24.00 , in addition to a performance bonus and comprehensive benefits package. Final compensation will be based on a number of factors including but not limited to, a candidate's qualifications, skills, competencies, experience, expertise and location.

Please Note

We may use automated tools and/or AI to assist in reviewing applications.

We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Equal Opportunity is the Law, and Covera Health is proud to be an equal-opportunity workplace and affirmative action employer. If you have a specific need that requires accommodation, please let a member of the People Team know.

Unfortunately, job seekers are sometimes targeted by scammers pretending to represent legitimate companies, including Covera Health. Our recruiting team will only communicate with you using an @coverahealth.com email address. We will never ask you to provide banking information, payment, or other financial details as part of the interview or hiring process. If you're ever unsure whether a recruiting communication is legitimate, please contact our Talent Acquisition team at [email protected] for verification.