Director, Broker Advocate & Team Lead

Emry Health, an affiliate of Goodroot , transforms the healthcare experience through smart, proactive, cost-effective, and healthcare navigation. We help individuals and employers get the most value out of their healthcare by removing confusion, reducing costs, and improving outcomes. Emry offers t wo specialized programs: Emry Concierge provides white-glove healthcare navigation for high-net-worth individuals and their families. With highly personalized service, Emry Concierge guides clients through every step of the healthcare journey—ensuring fast access to quality care, minimizing stress, and optimizing outcomes. Emry Bill Assist delivers expert financial advocacy for employees, helping them identify eligibility for hospital financial assistance, verify the accuracy of high-cost medical bills, and negotiate lower charges—so they can focus on their recovery, not their expenses. Role and Responsibilities: The Director, Broker Advocate & Team Lead - Concierge Advocacy is responsible for delivering exceptional healthcare advocacy services to clients while also providing support, mentorship, and operational guidance to fellow Advocates. In this role, you will continue to manage a portfolio of clients, with a focus on supporting broker partnerships, and will assist in training and mentoring team members to ensure service excellence. This is a hands‑on position ideal for an individual who is passionate about client service, team development, and operational consistency within a growing organization. Manage and retain a personal portfolio of clients, providing healthcare advocacy services related to insurance navigation, claims management, billing resolution, provider research, and healthcare decision support. Build strong relationships with referral partners, support their clients through high‑quality advocacy services, and help strengthen overall client satisfaction. Provide consultative support to clients on insurance coverage selection, benefit utilization, billing issues, Rx management, and care navigation. Review and analyze medical bills, EOBs, coverage discrepancies, and assist clients with issue resolution by liaising with insurance carriers and providers. Serve as a resource and mentor for Advocates, providing guidance on case handling, client communications, and operational best practices. Assist with onboarding, training, and development of new Advocates, helping to build foundational skills in client service and case management. Lead the development of a pod/team structure, foster collaboration, cross‑training, and shared accountability to ensure uninterrupted client service. Monitor assigned cases for quality and adherence to service standards, escalating operational issues or client concerns as appropriate. Collaborate with leadership on initiatives to enhance referral partner relationships, client service models, and team performance. Stay current on industry trends, insurance regulations, healthcare advocacy practices, and best practices in client service. Requirements Qualifications and Education Experience: Bachelor’s degree in healthcare administration, Business, Public Health, or related field (or equivalent experience). 10+ years of experience in healthcare advocacy, insurance account management, broker support, provider revenue management or healthcare client service roles. Health Insurance Producer License and/or Medicare Certification – with experience helping small companies or families select health insurance. Professional, consultative client service approach with experience supporting broker-driven client relationships preferred. Organized, analytical, and detail-oriented, with strong problem‑solving skills and a commitment to operational excellence. Strong written and verbal communication skills, with the ability to educate and advise clients and broker partners while demonstrating professionalism, sound judgment, and confidentiality. Proficient in Microsoft Office Suite (Outlook, Word, Excel) and comfortable using case management and workflow systems Preferred Medical Billing/Coding Certification. Medicare Certification and experience navigating Medicare Experience working with high-net-worth individuals or corporate executives. Experience working with insurance brokers #J-18808-Ljbffr GOEBEL FIXTURE COMPANY