Patient Advocate

About the Company

Cedar is focused on making healthcare billing more affordable and easier to understand by combining data science, thoughtful product design, and personalization. The company was built to replace the traditional one-size-fits-all approach used in healthcare with a more consumer-friendly experience.

The business was founded in 2016 after the founders had a frustrating medical billing experience. Since then, Cedar has grown into a healthcare technology company backed by over $350 million in funding, with support from Thrive and Andreessen Horowitz (a16z). As of November 2024, Cedar works with 26 million patients each year, is on track to process $3.5 billion in patient payments annually, and partners with more than 55 healthcare providers and payers including Highmark Inc., Allegheny Health Network, Novant Health, Allina Health, and Providence.

Role Overview

The Patient Advocate acts as the main link between patients and healthcare providers. This role supports patients through live chat, phone, and email, while also taking on account-management responsibilities to keep the billing process organized and to identify and resolve possible billing issues early.

The purpose of the position is to help patients receive a billing experience that is smooth, respectful, and efficient.

Key Responsibilities

• Handle roughly 60 to 80 inbound and outbound patient calls each day related to medical billing.
• Use Cedar’s systems to respond to patient questions through chat and phone, and complete outbound calling campaigns when needed.
• Coordinate and track escalations with healthcare providers until issues are resolved.
• Oversee payment posting and follow up on missed or defaulted payments.
• Communicate with insurance companies and other third parties as needed to move billing cases forward.
• Work toward team and individual performance targets tied to patient satisfaction and collections.

Skills and Experience Needed

• 2 to 3 years of experience in customer service, ideally through phone support or a call center.
• 1 to 2 years of experience in medical billing, insurance, or a related healthcare setting.
• Familiarity with electronic medical record platforms, with preference for systems such as Athena (Centricity Business), eClinicalWorks, Medik, CareVoyant, Nextgen, or Epic.
• Comfort using Google Workspace.
• Ability to switch quickly between multiple tools and type efficiently.
• Strong spoken and written communication abilities.
• Highly self-driven with careful attention to detail.
• Empathetic approach and a strong commitment to customer care.
• Good judgment, problem-solving ability, and critical thinking skills.
• Comfort working in an ambiguous and frequently changing environment.
• Willingness to be flexible with scheduling from time to time.
• Capacity to work remotely from a private, quiet space.

Compensation and Benefits

• Hourly pay ranges from $19.47 to $21.64, depending on location, experience, and education.
• The role includes a competitive benefits and wellness package.
• Employees may have flexibility to work from home or from the office, depending on role requirements and personal preference, unless otherwise specified.
• Exempt employees receive unlimited PTO for vacation, sick time, and mental health days, with encouragement to take at least 20 days off each year.
• Paid parental leave of 16 weeks is available for all parents, along with health benefits and flexible return-to-work schedules.
• Diversity-focused employee groups include be@cedar, Pridecones, and Cedar Women+.
• Health benefits, including fertility and adoption assistance, begin on the first day of the month following the start date, or on the start date if it falls on the first of the month.
• Cedar matches 100% of 401(k) contributions up to 3% of annual compensation.
• Employees also get access to mentorship, coaching, and a team learning and development budget.

Additional Information

Cedar’s broader mission is to improve the U.S. healthcare system and help millions of patients each year through a scalable healthcare financial platform.

The company believes in supporting employees with strong growth opportunities, including hands-on mentorship, management coaching, and resources for personal and professional development.

This role is fully remote, so the candidate must be able to work from a private space suitable for confidential patient communication.