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Salary: USD 57,000 - 0 / annual
InStride Health is a mission-driven healthtech company delivering specialty anxiety and OCD care for children, teens, young adults, and families. The company combines research-backed clinical care with innovative technology to eliminate barriers to access: difficulty finding providers, long wait times, complex onboarding, and inconsistent use of evidence-based therapies.
As a Patient & Family Advisor, you will be the first point of contact for prospective families, serving as a vital member of a small, collaborative team. You will guide families through the entire journey of accessing care—from initial inquiry through onboarding—with a focus on patient advocacy and exceptional service.
Key responsibilities include:
• Serving as the primary contact for inquiring families via phone, text, and email, educating them about InStride's program, treatment methods, and clinical outcomes
• Building trusting relationships by offering empathetic guidance and advocating for families facing barriers to care
• Navigating complex insurance workflows with confidence, including verifying eligibility against payer contracts, managing Single Case Agreements, coordinating with the authorization team, and directly engaging with insurance representatives to secure accurate information
• Acting as a central liaison connecting families with internal teams (Payer, Scheduling, Authorization, Growth, Clinical) while maintaining a team-first mindset and readiness to support colleagues
• Piloting new workflows, participating in organizational projects, and providing constructive feedback to refine processes
• Utilizing and learning AI tools to automate tasks and optimize daily workflows
• Managing help desk tickets and maintaining precise CRM records while strictly adhering to HIPAA regulations for Protected Health Information
This is a fully remote role with periodic in-person retreats. You will work in a fast-paced, mission-driven environment focused on transforming pediatric mental health care.
Requirements:
• Proven experience working closely with customers, patients, or families, including handling difficult conversations and communicating comfortably over phone and digital channels
• General health insurance knowledge (billing, verification, benefits, cost-sharing, eligibility) is highly preferred
• Prior experience with HIPAA regulations and securely handling Protected Health Information is preferred
• High resilience, comfort navigating ambiguity, and ability to thrive in a fast-paced, collaborative team environment
• Comfort navigating CRM platforms (e.g., Salesforce, ZohoCRM) and support ticketing workflows
• Strong collaborative spirit with readiness to pilot new workflows, learn AI tools, and share constructive feedback
• Warm, empathetic nature with genuine passion for delivering exceptional support and creating positive experiences for families
