Document Collection Associate #1 (PA)

As a Document Collection Associate, you will play a critical role in helping families navigate the insurance approval process by collecting, reviewing, and tracking required documentation. You will serve as a key point of contact for families, healthcare providers, and insurance companies while ensuring documentation is accurate, complete, and compliant with Medicaid, Medicare, and state requirements.

You are highly organized, detail-oriented, and energized by helping people through complex processes. You thrive in fast-paced environments, enjoy speaking with people throughout the day, and are comfortable managing a high volume of inbound and outbound calls while maintaining professionalism and empathy. You take ownership of follow-ups, communicate proactively, and consistently deliver a positive experience to families and external partners.

This is a full-time remote opportunity open to candidates located in LATAM.

• Collect, review, and track required documentation from families and caregivers

• Support the insurance approval process by obtaining and validating required documents

• Manage a high volume of inbound and outbound calls with families, doctors' offices, and insurance companies (50–70 calls per day)

• Guide families through documentation requirements and next steps

• Ensure documentation is accurate, complete, and compliant with Medicaid, Medicare, and state regulations

• Maintain organized records and monitor document expiration dates

• Send timely follow-ups and reminders to families and external stakeholders

• Communicate professionally via phone, email, and text

• Collaborate with onboarding, credentialing, and family support teams

• Escalate issues that may delay approvals or impact family onboarding

Within your first year, you will consistently maintain a high documentation completion rate while managing a high-volume workload with accuracy and efficiency. Families will experience a smooth documentation process, approval timelines will be reduced, and internal teams will rely on your organization and follow-through to keep cases moving forward.

• 2+ years of experience in customer service, administrative support, healthcare operations, or a related field

• Fluent in English and Spanish

• Experience handling high-volume inbound and outbound calls in a fast-paced environment

• Strong organizational skills and exceptional attention to detail

• Ability to manage multiple priorities and deadlines simultaneously

• Excellent verbal and written communication skills

• Professional, compassionate, and patient communication style

• Familiarity with HIPAA requirements and confidentiality standards

• Experience with prior authorizations

• Experience working in healthcare operations

• Familiarity with Medicaid, Medicare, or healthcare documentation requirements

• Experience using Salesforce, Slack, Google Drive, or similar systems

• Experience working with document management or tracking systems

• Monday–Friday

• 9:00 AM – 5:00 PM Eastern Time