Premium Assistance Navigator

About the Role

We are looking for a Premium Assistance Navigator to own one of our most patient-facing and mission-critical programs. This role is dedicated entirely to identifying patients who qualify for financial assistance and guiding them through enrollment — start to finish. This could include, copay assistance, health insurance premium navigation, Medicaid enrollment, SSDI eligibility, etc.

You will be the human connection between patients who are often hard to reach, skeptical of outreach, and unfamiliar with the insurance system — and the financial relief they're entitled to. You'll need the tenacity of a social worker, the insurance literacy of a benefits counselor, and the patience to meet rural patients exactly where they are.

You will work within a clearly defined compliance framework; precision and accountability are critical.

What You'll Do

Patient Outreach & Engagement

• Conduct proactive outreach to eligible patients primarily by phone, text, voicemail, email, and when needed, through mail or community partner coordination
• Build trust with patients who may be skeptical, hard to reach, have limited technology access, or face literacy and language barriers
• Maintain persistent, organized follow-up cadences for patients who are difficult to contact or slow to respond

Compliance & Documentation

• Operate within defined compliance scripts and escalation protocols
• Document all patient interactions, application statuses, and outcomes with precision in our internal systems
• Flag edge cases, ambiguous eligibility situations, and compliance questions promptly — no freelancing in gray areas
• Stay current on program rule changes and eligibility shifts that affect the patient population

Collaboration & Improvement

• Coordinate with community organizations — food banks, FQHCs, churches, community health workers — to support hard-to-reach patients
• Report outcomes, contact rates, and enrollment metrics to the Head of Operations regularly
• Surface process gaps and patient feedback to help improve workflows and materials

Who You Are

Background & Experience

• 3–5 years of experience in a patient-facing role in healthcare, social services, or a related field — case management, hospital financial counseling, community health work, or insurance benefits navigation
• Demonstrated, hands-on knowledge of health insurance is required — including plan structures, enrollment processes, and eligibility determination
• Social work degree, healthcare administration background, or equivalent experience; LSW/LCSW, CHW, or CPBS certification a plus
• Experience working with rural, low-income, elderly, or underserved populations strongly preferred
• Spanish speaking is a plus

Skills & Disposition

• You are genuinely patient and persistent — you don't give up on patients who are hard to reach or hard to help
• You are comfortable operating with significant autonomy and managing your own caseload without hand-holding
• You can translate complex insurance concepts into plain, accessible language for patients who have little to no familiarity with the system
• You are meticulous about documentation and compliance — you understand why the guardrails exist and you maintain them
• You thrive in ambiguity, adapt quickly to changing program rules, and ask for clarity before making assumptions

Practical Requirements

• Comfortable with a high-volume phone outreach workflow — this role will involve a significant number of calls per day
• Able to work with patients who have no internet access
• Comfortable using case management systems to track a caseload of 80–120 active patients
• Based in the U.S.; rural background or experience working in rural healthcare settings is a meaningful differentiator

Why Join Us?

• Own a program that directly reduces financial burden for some of the most underserved patients in the country
• Join a fast-moving, mission-driven team where your work is visible and your impact is measurable
• Be part of a collaborative, startup-minded culture that values initiative and continuous improvement

If you're energized by the challenge of reaching patients others have given up on — and you bring the insurance knowledge and human skills to actually help them — we want to hear from you.