At a glance
- Employment
- Full-time
- Workplace
- Hybrid
- Location
- New York City
About the role
- The Advocacy Operations Specialist serves as the domain authority for Granted's bill-lowering and advocacy operations, bridging the gap between Product and Customer Experience. You will translate deep healthcare billing expertise into rules, playbooks, and product logic to scale advocacy quality and improve AI-driven bill analysis.
Responsibilities
- Review uploaded bills to determine lowerability, confidence levels, and necessary data points to tune the bill checker and intake systems.
- Own negotiation quality by running weekly QA on Healthcare Advocate and AI-agent casework.
- Identify patterns in casework to develop training materials and improve advocacy processes.
- Serve as the escalation point for VIP, high-complexity, and specialized cases.
- Build playbooks, training, and onboarding programs for the growing Healthcare Advocate team.
- Partner with the Product team as the domain owner for the AI bill analyzer.
- Ensure all product features impacting advocate workflows are supported by appropriate training.
- Publish weekly reports on opportunities for the Healthcare Advocate team.
- Translate user and advocate pain points into input for the product roadmap.
Requirements
- 6+ years of experience in health system revenue cycle, patient financial services, or payer operations.
- Deep knowledge of medical billing including CPT, ICD-10, HCPCS, EOBs, denials and appeals, financial assistance policies, No Surprises Act rules, and self-pay discounts.
- Proven experience negotiating directly with providers or payers.
- Ability to communicate complex reasoning clearly for engineering and advocacy teams.
- Experience developing and implementing training, playbooks, or QA programs.
- Must be based in NYC and able to work in the office Monday through Thursday.
Workplace
- Office based in Chelsea, NYC.
- In-office requirement Monday through Thursday.
- Fridays are remote.
Skills
- CPT
- ICD-10
- HCPCS
- GrantCentral
