About the Role

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.

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.
• Process & Insurance Navigation: Proactively reach out to families to resolve onboarding barriers and keep them “unstuck”. Confidently navigate complex insurance workflows—including verifying eligibility against specific payer contracts, managing Single Case Agreements, and coordinating with the authorization team. Connect directly with insurance representatives, pushing back when necessary to secure accurate information and fiercely advocate for our families.
• 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 families.

The starting annual salary for this role is $57,000. We maintain consistent starting salaries and salary bands to ensure our team members have a clear path for growth within their roles, allowing their compensation to increase as they gain experience at InStride.