Progyny Care Advocate, RN

Thank you for considering Progyny!The Progyny Care Advocate (PCA) RN plays a critical role in supporting members throughout their family-building and women’s health journeys. In this role, you will leverage your customer service expertise and patient care experience to deliver a high-touch, concierge-level member experience across phone, email, and secure messaging channels.PCAs are responsible for onboarding new members to the Progyny benefit and guiding existing members through their personalized care journeys. This includes helping members understand and maximize their benefits across fertility, preconception, menopause, pregnancy, and postpartum care.This is a highly detail-oriented, administrative contact center role that requires exceptional organization, strong prioritization skills, and the ability to manage multiple member interactions in a fast-paced environment.Must be willing to work a 12:00 PM – 9:00 PM EST shift. What you’ll do...Own the member relationship by educating members about Progyny and their personalized benefits, empowering them to make informed decisions and optimize their care journey.Onboard new members by capturing demographic information, confirming eligibility, and providing detailed benefit guidance using internal systems and resources.Deliver concierge-level member support through phone, email, and secure messaging interactions.Respond to member inquiries with empathy and accuracy, providing high-quality solutions to meet member needs.Partner cross-functionally with internal teams to resolve complex inquiries, escalations, and member issues.Serve as a liaison between members and fertility clinics, including assisting with appointment scheduling and care coordination.Maintain accurate documentation and demonstrate strong attention to detail when managing member cases.Participate in ongoing learning and development opportunities to deepen expertise and contribute to continuous improvementAbout you...2+ years of experience in a contact center environment, preferably within healthcare, insurance, or patient services.Knowledge of the fertility and women’s health landscape, including common procedures and patient care pathways, required.Exceptional customer service and communication skills, with the ability to explain complex information clearly and concisely.Strong interpersonal and conflict-resolution skills with a member-first mindset.Ability to prioritize competing tasks and manage multiple workflows in a fast-paced environment.Highly organized with strong attention to detail.Comfortable working independently and exercising sound judgment.Must be willing to work a 12:00 PM – 9:00 PM EST shiftPlease note: This is not a digital nomad or remote international position; candidates must be based in the United States. Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.  About Progyny...