Healthcare Support Advocate

**XO Health Healthcare Support Advocate** **About the job** XO Health believes healthcare is fixable. Become a part of the community changing the face of the industry. XO Health is the first health plan designed by and for self\-insured employers that delivers a more unified health experience for everyone\-from those who receive care, to those who deliver it, to those who pay for it. We are growing a multi\-disciplinary team of diverse and digitally empowered employees ready to rebuild trust in healthcare through comprehensive and unified transformation. **About the Role:** *Remote\- USA \-Virtual Contact Center* The Healthcare Support Advocate is a key member of XO Health’s operations team, supporting both member and provider servicesthrough our virtual contact center. This role serves as a primary point of contact for members and providers through an omni\-channel environment (phone, email, chat). This position requires a strong service\-first mindset, high attention to detail, and the ability to move seamlessly between real\-time support and behind\-the\-scenes operational work. The Healthcare Support Advocate partners cross\-functionally with internal teams and third\-party vendors to ensure members and providers receive timely, compliant, and high\-quality support across the operations. **Key Responsibilities:** **Member \& Provider Advocacy** * Handle inbound and outbound member and provider inquiries via phone, email, and chat with professionalism and empathy. * Initiate member outreach to provide information and assistance regarding benefits. * Provide accurate information regarding benefits, eligibility, and coverage; claims status and adjudication details; prior authorization requirements and submissions; billing and reimbursement policy questions; and provider portal navigation and support. * Resolve inquiries, complaints, grievances, and escalations promptly while ensuring complete documentation and proper routing when needed. * Conduct follow\-up outreach to ensure resolution, satisfaction, and continuity of care or claim outcomes. * Build trust with members and providers through early, frequent, and personalized engagement. **Cross\-Functional Collaboration \& Continuous Improvement** * Collaborate with Claims Operations, Network Operations, and Account Management teams to resolve complex cases and improve service delivery. * Identify recurring issues, system gaps, or process inefficiencies and provide feedback to leadership. **Performance \& Compliance Expectations** * Meet performance goals in areas such as efficiency and productivity, quality and accuracy, customer satisfaction, compliance, follow\-up completion, and attendance. * Maintain confidentiality and compliance with HIPAA, ERISA, and XO Health policies. **Experience Required:** The qualified candidate must have: * 3–5 years of experience in a healthcare payer, TPA, or health insurance environment, with a blend of contact center/member\-provide