Member Advocate - Nurse RN
Best Doctors, Inc. - Boston, MA

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The member advocate is an integral part of a cross-functional clinical team comprised of clinical coordinators, physicians and other nurses that facilitates the delivery of healthcare information to Best Doctors members. The member advocate is a case management position focused ensuring clinical quality and the highest level of Member satisfaction on all cases across the full spectrum of Best Doctors service lines.

  • Works with a designated clinical team (or “pod”) to ensure adequate phone coverage for live triage/warm transfers of members and also to ensure member’s scheduled call back appointments are met on time.
  • Maintains his/her own availability within his/her set shift for scheduling of member intakes via outlook and live telephone transfers.
  • Obtains a comprehensive health history by leading members through a systematic and dynamic intake assessment to capture all relevant data about their current condition and health history.
  • Directs members to the most appropriate Best Doctors service based on their medical condition by utilizing current scripting; sets appropriate member expectations for each process.
  • Supports AskTheExpert service line by writing clinical vignettes for consumption by external physician specialists.
  • Utilizes the company’s proprietary database to help connect members to Best Doctors associated physicians for appointments.
  • Conducts member health coaching and provides treatment decision support service via printed educational materials and videos
  • Escalates questions/concerns regarding cases to nurse manager and/or Medical Director.
  • Ensures clear and thorough documentation on disease specific templates as well as within each case.
  • Works in partnership with the clinical team as needed in support of case development.
  • Provides clinical support and guidance to support staff in regards to case related inquiries.


Education and Experience:
  • Bachelors degree in nursing
  • Registered Nurse
  • 3 years experience in the acute care setting
  • Health Plan experience preferred
  • Previous case management experience preferred
  • Medi-surg background preferred
  • Excellent written and verbal communication skills
  • Outstanding team player & strong interpersonal skills
  • Bilingual-Spanish Speaking a plus
  • Strong organizational skills and the ability to multitask with ease
  • Strong clinical knowledge base
  • Quality driven with a focus on flawless customer service
  • Ability to work independently but recognize when escalation is warranted
  • Proficiency using technology and software programs including Microsoft Word, Excel, Outlook