Patient Care Advocate

The Patient Care Advocate serves as a trusted liaison between patients and healthcare providers, applying deep expertise in pharmacy benefits to ensure members receive the highest level of care and support. Exercising independent judgment, the PCA advocates for each patient's needs, provides education and guidance, and resolves the complexities of the pharmacy benefit so members can navigate the healthcare system with confidence. The role calls for sound decision-making, strong communication and interpersonal skills, and the ability to collaborate effectively with internal and external stakeholders to drive issues through to resolution.

What you will do:

Knowledge and Expertise:

• Serve as a subject matter expert on the pharmacy and medical benefit structures of all major payer types — Medicare, Medicaid, and commercial — and apply that expertise to interpret coverage and resolve complex benefit questions
• Provide authoritative guidance across the full prior authorization and appeals process for prescription medications, exercising judgment to determine the appropriate course of action for each case
• Assess patient eligibility for copay and financial assistance from public, private, and non-profit sources, and determine when and how to connect patients with third-party assistance
• Interpret PBM regulations, policies, and industry developments, and use that analysis to advise patients and inform decisions

Engagement and Collaboration:

• Independently assess complex benefit, coverage, and authorization questions from members and providers, determine the appropriate resolution strategy, and communicate guidance through applicable channels
• Own cases end to end, exercising discretion to resolve issues and escalating only when circumstances warrant
• Counsel members and patients on coverage, benefits, and financial assistance options, tailoring guidance to their individual circumstances
• Partner with internal and external stakeholders — members, providers, and pharmacies — and coordinate community-based resources to remove barriers to care

Analysis and Quality:

• Analyze claims against benefit guidelines, identifying discrepancies and determining appropriate corrective action
• Conduct benefit verification and test claims to validate coverage and inform resolution
• Maintain thorough, accurate documentation of case activity and the rationale behind decisions
• Evaluate quality and identify trends across interactions and documentation, and recommend process improvements

What you need:

• Must live in Minnesota and be willing to travel within the state
• Bachelor's degree in a healthcare-related field (preferred) or equivalent experience
• 4+ years of proven experience in pharmacy benefits, managed care, or patient advocacy within a healthcare or PBM setting, including roles requiring independent judgment and decision-making
• Strong knowledge of pharmacy and medical benefit structures, prior authorization and appeals, healthcare regulations, and payer/insurance processes
• Excellent communication and interpersonal skills, with the ability to translate complex benefit and coverage information into clear guidance for members and providers
• Strong analytical and problem-solving skills, with the ability to interpret claims and benefit information and navigate complex healthcare and payer systems
• A patient-centered approach, with the empathy to support members through difficult or high-stakes situations
• Proficiency with claims, benefit verification, and case management systems, and strong general computer skills
• Strong organizational skills and attention to detail, with the ability to manage multiple priorities and adapt to changing demands
• Ability to work both independently and collaboratively with internal and external stakeholders
• Commitment to maintaining patient confidentiality and adhering to ethical and regulatory standards
• A private, quiet workspace for remote work.

What you get:

• To impact industry change in the pharmacy benefits management space, while delivering the highest quality patient outcomes
• To work in a culture where people thrive because when OUR team thrives, OUR business thrives
• Competitive compensation, including health, dental, vision and other benefits