Upland Advocate

Job Title: Upland Advocate Department: Upland

1. Job Summary:

Upland Advocacy is changing the cost of medical care for those who need it most. We are a healthcare financial support company that helps insured and uninsured employees find free care, negotiate discounts, and navigate collections and payments. Working through the lens of a patient, we are giving the American workforce broader access to affordable care and more control over its financial future.

The Upland Advocate works on behalf of employers to help employees reduce their medical bills. Advocates work one-on-one with each employee to navigate complex financial assistance programs, negotiate with providers, research discounted care options, and provide steady support throughout the payment and collections process. Advocates leverage expertise in healthcare billing, consumer protection laws, and financial assistance programs to provide compassionate service to employees, regardless of insurance status or ability to pay.

2. Supervisory Responsibilities:

• None

3. Duties/Responsibilities:

• Assist employees by completing, submitting, and tracking financial assistance applications
• Manage ongoing case load of employees in need of medical bill reduction
• Track each case to completion, managing key deadlines and deliverables
• Research free or low-cost providers in each employee's service area
• Develop expertise in navigating financial assistance policies in specific markets and providers
• Serve as a liaison between employee and provider throughout the financial assistance process
• Negotiate cash price discounts for employees who do not qualify for financial assistance
• Negotiate case agreements and payment plans for existing medical bills
• Support individuals in collections by validating their obligations and providing education on their rights
• Maintain Upland's quality standards by meticulously documenting all communication and progress in Upland's case management system
• Provide exceptional customer service to each employee and provider representative, maintaining Upland's high-touch, concierge model
• Apply independent critical thinking and acumen to provide innovative solutions to each employee issue that arises
• Build strong rapport with employees, providers, and internal counterparts
• Build sustainable relationships and trust with employees in a high touch advocacy model, providing white glove treatment
• Apply strong knowledge of HIPAA regulations
• Perform other duties as assigned by management

4. Education and Experience:

Required Education: High School or GED

Preferred Education: Bachelor's Degree

Required Experience: College degree or equivalent combination of college and work experience. 3-5 years of experience healthcare, preferably with experience in customer / member experience and/or patient navigation

Preferred Experience:

Skills and Abilities:

• Native proficiency in Spanish preferred
• Proficiency in Microsoft Outlook, Microsoft Word, Excel and internet navigation
• Experience in billing, insurance, healthcare or legal environments

Licenses or Certifications: None

5. Physical Requirements:

• Not Specified