Lead Patient Care Advocate Full Time NEW

9amHealth is redefining cardiometabolic care with a first of its kind, whole body approach to preventing and treating diabetes, obesity, high blood pressure, and hypertension. Founded in 2021 and backed by top tier investors including 7Wire Ventures, Human Capital, Founders Fund, and Define Ventures, we deliver custom care plans, fast medication delivery, and expert guidance that empower patients to live healthier lives.

We believe AI enabled health services will be among the biggest winners of this technology shift, and we’re building accordingly. We already use AI across the product: member facing agents, clinical copilots, automated triage, intelligent care workflows. Our goal is to bring the cost of healthcare down dramatically while providing an incredible experience for both our members and clinicians. AI isn’t a feature on our roadmap, it’s how we think about every feature on our roadmap.

We’re a Series B company with over 200 people, growing fast. Our product and engineering team is distributed across the US and Austria, and we’re scaling it significantly.

Lead Patient Care Advocate

• Location: Remote
• Type of role: Full-time

What it is

As the Lead PCA, you’ll play a critical leadership role overseeing the day-to-day operations and performance of our Patient Care Advocate team. While you may occasionally step in to support members directly during complex escalations, your primary focus is managing, coaching, and enabling your team to deliver timely, compassionate, and high-quality support. You’ll act as a key operational anchor, ensuring the team meets performance goals, stays aligned on priorities, and contributes to 9amHealth’s mission of delivering seamless, whole-body care.

This role is ideal for someone who thrives on people leadership, operational rigor, and cross-functional collaboration in a fast-moving, patient-first environment.

What you’ll do

Team Management & Operations (Primary Focus – ~60%)

• Provide day-to-day leadership and oversight to the PCA team, including performance management, coaching, and accountability
• Monitor queue volumes and team bandwidth; dynamically reassign resources to ensure service level agreements are consistently met across channels (chat, phone, tickets).
• Ensure the Block Schedule is kept current and tasks are reassigned as needed.
• Serve as the go-to person during your shift for team escalations, technical questions, and real-time decision-making.
• Lead 1:1s, performance check-ins, and skill development for individual PCAs
• Identify workflow gaps or inefficiencies and collaborate with the Head of Patient Advocacy and other ops leaders to drive continuous improvement.
• Partner with the Head of Patient Care Advocacy to oversee shift assignments, time-off requests, and ensure adequate coverage
• Own daily and weekly reporting on team metrics, flagging issues early, and driving toward solutions.
• Ensure clear, consistent communication by cascading updates from clinical, product, and ops teams to the frontline

Member Escalation Support (As Needed – ~40%)

• Handle complex or sensitive member escalations that require leadership intervention or real-time resolution
• Support members with difficult insurance navigation or prior authorization issues if escalated
• Ensure all interactions—direct or delegated—meet 9amHealth’s standard for compassionate, respectful care
• Work on any needed queues as time allows

What you’ll need

• Minimum Qualifications
• 2+ years in healthcare support or customer service, with experience handling escalations or mentoring
• Prior experience in supervisory role
• Strong written and verbal communication, with a clear and empathetic style
• Ability to work independently and collaborate across time zones
• Comfortable in a fast-paced, high-growth environment with shifting priorities
• Familiar with tools like Zendesk, EMRs, scheduling platforms, and HIPAA/insurance basics
• Reliable internet and a quiet, dedicated workspace
• Availability during core business hours (ideally 6:30a – 3:00 PM PST)
• Commitment to data privacy, security, and company policies

• Preferred Qualifications
• Health tech startup experience
• Proficiency in Spanish
• Familiarity with shift management platforms like Deputy or Rippling

What you can expect at 9amHealth

At 9amHealth, you’ll join the exciting environment of a startup with the stability of highly experienced founders that have successfully built a business from scratch. We foster a collaborative learning mindset and a passion for improvement. You’ll work with a brand-new product alongside a small, flexible team of people eager to shape technology, infrastructure, and culture.

Our team members are spread across the globe, with physical sites in San Diego, California, and Vienna, Austria, but we value your culture regardless of where you work.

We offer a comprehensive benefits package, including health, dental, and vision insurance, along with flexible PTO and work from home options. We provide a professional development budget and support continuing education, empowering our team to grow alongside the company. Team members have the opportunity to make a meaningful impact on chronic disease management and patient outcomes while contributing to a collaborative, mission driven culture focused on improving healthcare accessibility and affordability.

Our commitment to diversity and inclusion

Diabetes disproportionately impacts BIPOC (black, indigenous, and people of color) communities. We are committed to creating a workforce that reflects our patients and creating a positive healthcare experience for them. We welcome applications from people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, and foreign born residents.