The Role

We’re looking for a hardworking and energetic Senior Medical Operations Associate to develop, implement, and own workflows to support our patients at every step of their migraine care journey. In this role, you’ll work directly with providers, patients, and insurance carriers to play a critical role in expanding access to specialized migraine treatments.

The ideal candidate is a deeply empathetic and highly organized individual who is passionate about offering best in class support to patients and providers. They consistently go above and beyond for patients to help them navigate even the most challenging parts of the healthcare landscape, and are comfortable working with physicians and other clinical providers as part of the broader care coordination process. They’re a creative problem solver who’s committed to continuous improvement, and are eager to share patient feedback and insights with their team.

This is an ideal role for an individual with experience working with patients in a clinical setting who’s looking to apply those skills in a new way. This is an exciting opportunity to help build a healthcare brand that people can love and to create an exceptional experience for patients across the country. Our patients look to Cove for support, guidance, and empathy as they navigate a challenging and often misunderstood chronic condition. 

This role reports to our Medical Operations Lead.

Some things you will work on: 

• Provide friendly, empathetic, timely support to migraine patients and internal Cove team on administrative tasks, inquiries related to Cove orders, prior authorizations, and insurance coverage
• Support Cove’s clinical providers with day-to-day operations, providing guidance on processes and technical support questions
• Own operational processes to support Cove’s pharmaceutical partners
• In partnership with clinical team, develop and maintain clear documentation and training materials to educate providers about common insurance carrier requirements for migraine medications
• In collaboration with Medical Director, monitor consultations for quality assurance and surface feedback on ways to improve the provider experience
• Monitor patients’ progress through the care journey, and proactively surface insights and ideas for ways to improve their experience
• Work proactively with patients’ insurance companies and local pharmacies to verify coverage details and obtain accurate information where needed
• Work hand in hand with Cove’s Care Team as a liaison between Care Specialists and our clinical team
• Proactively suggest ways to optimize internal processes and surface patient feedback
• Find ways to raise the bar on patient experience, to ensure we’re always delivering the best possible experience to everyone

You should have: 

• At least 2+ years of experience in a customer or patient-facing role. Experience in a medical setting (clinic or pharmacy) or insurance company is a major plus
• Strong knowledge of Excel/Google Sheets and experience analyzing data
• Outstanding written and verbal communication skills
• Familiarity with the prior authorization process (and understanding of Medicare, Medicaid, Managed Care, and commercial insurance) is a plus
• Experience with the CoverMyMeds platform is a big plus
• Superb judgement, the ability to think quickly on your feet, and deep empathy
• Aptitude and enthusiasm to learn the ins and outs of a fast-moving startup - you’re a team player who’s eager to learn