Patient & Family Advisor
Job description
About Us
InStride Health’s mission is to deliver specialty anxiety and OCD care that works for every kid, teen, young adult, and family who needs it. Through this mission, we are expanding access to insurance-based care, increasing engagement in treatment, and improving treatment outcomes. We are doing this by combining research-backed clinical care and innovative technology to eliminate the major problems with care today: difficulty finding providers, months of waiting to be seen, arduous onboarding processes, and inconsistent use of evidence-based therapies and outcomes tracking. Our vision is to become the nation’s most trusted provider of pediatric anxiety and OCD care.
Team InStride Health: Our Core Values
- Give Heart: We lead with heart, treating patients and their families the way we want our loved ones to be treated.
- Work Smart: We find smarter ways to solve hard problems and fix the broken mental health system by leveraging technology, diversity of thought, and innovation.
- Have Humility: We leave our egos at the door, empowering our team to collaborate, celebrate diversity, and adopt a growth mindset.
- Embrace Community: We all belong. We are in this together, and we never worry alone. We believe in each other and recognize that every voice matters.
About the Role
As a Patient and Family Advisor at InStride Health, you will be the first point of contact for prospective patients and their families, guiding them through the process of accessing life-changing care. You will play a key role in building relationships, educating families about our program, and providing personalized, concierge-level support from pre-application through onboarding. With a strong focus on patient advocacy, you’ll help individuals who have faced challenges in navigating the healthcare system, ensuring they receive the care and support they need. If you are passionate about mental health care, enjoy fostering meaningful connections, and are energized by providing exceptional service, this is the perfect role for you.
Responsibilities:
- Patient and Family Education: Serve as the first point of contact for patients and families seeking information about InStride Health, providing education about InStride’s program, treatment methods, and clinical outcomes.
- Relationship Building: Foster trusting relationships with patients and families by offering empathetic guidance and advocating for those who have experienced challenges in accessing care.
- Process Navigation: Assist families during the application process through proactive outreach to help them get “unstuck.” Answer questions, remove barriers, and ensure they have everything they need to move to the next step.
- Collaboration: Act as a liaison between patients, clinicians, and administrative staff to ensure excellent communication and a smooth transition to the clinical team.
- Documentation and Process Management: Maintain accurate, detailed, and up-to-date records of patient interactions across internal systems.
What You Need to Succeed in the Role
- Experience in customer service or a similar role where building relationships was key to promoting a program or product.
- Proven ability to work effectively as part of a collaborative team in a fast-paced environment.
- Excellent interpersonal and communication skills with a strong service orientation.
- A passion for delivering exceptional support and creating positive experiences for patients and their families.
Why Join Our Team
- Generous benefits package (401k with match, Flexible PTO, paid holidays, 4 week paid sabbatical, 12 week paid parental leave, health benefits starting on your first day, and more)
- Opportunity to join a mission-driven company that is changing the landscape of pediatric mental health treatment
- Ability to help hundreds of children and families access desperately-needed evidence-based care
- Opportunity to work with talented and experienced team members who have devoted their lives to solving this problem
- Fully virtual: work from the comfort of your home with periodic in-person retreats
Commitment to Diversity, Equity, Inclusion, & Belonging (DEIB)
We want to make our clinical services available for everyone, no matter where you come from, what you look like, or how you identify. To achieve this, we recognize we must continually make progress in building a more diverse, equitable, and inclusive team. Through these efforts, we support two primary objectives at InStride Health:
- Providing high quality patient care to families. We are in a privileged position to support families during a vulnerable time in their lives. We approach all families and each other with compassion and are most effective as a diverse team where all individuals feel valued, respected, and accepted.
- Building a mission-driven business that lasts. Specifically, we believe our commitment to a supportive culture improves innovation, decision-making, and efficiency.
We invite you to share any additional information about yourself or your experiences that may not be reflected in your CV. Inclusion of this information is completely voluntary.
Beware of fake job postings and offers. All official communications from InStride Health will come from email addresses ending in @instride.health. We will never ask for personal information such as Social Security numbers or bank details during the application process. If you receive a suspicious job offer or communication, please contact our recruitment team directly (talent@instride.health) to verify its authenticity.
Required profile
Experience
Other Skills
- Customer Service
- Relationship Building
- Verbal Communication Skills
- Social Skills
- Empathy
- Problem Solving
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