Advocacy Operations Specialist

🌿 MISSION The US healthcare system is complex, error-prone, and financially draining. Medical bills and insurance coverage shouldn't be this hard to navigate. At Granted, we're building the one solution every American can turn to for help. Thanks to AI and new regulations, Granted can fight claim denials, correct billing errors, negotiate bills, and make coverage easier to understand — saving people time, money, and stress. Our goal is simple: to be the #1 platform that empowers all Americans to take charge of their healthcare. 🏢 ABOUT US Founded by a former Oscar Health leader, we're a seed-stage company with $17M in funding. We're lucky to be backed by the founders and investors at Hugging Face, Rocket Money, Oscar Health, CaseText, Forerunner Ventures, RRE Ventures, and more. We are well-funded for the next few years. 🧭 ABOUT THE ROLE Granted lowers people's healthcare costs and cuts down on admin and stress. We're building the AI-native patient financial OS — the first purpose-built company working entirely on the user's side of the healthcare system, unequivocally advocating for consumers. The hook is bill lowering. People come to us when they have a bill they can't afford or don't understand. Granted checks it — catches errors, overcharges and denials, secures financial assistance, and negotiates with providers. Our Healthcare Advocates (HAs) and AI agents work those cases together. This role is the domain authority behind how Granted checks bills, negotiates them down, and runs advocacy at scale. You bring the judgment of someone who has seen medical billing from inside the system. Instead of working one case at a time, you turn that judgment into the rules, playbooks, and product logic that make every case better. You'll sit between Product and CX. With Product, you're the healthcare brain behind our bill-lowering AI: what's lowerable, how, and with what confidence. With CX, you own advocacy quality and training for the HA team. When Product ships something that changes how advocates work, you make sure it works seamlessly into their workflows. A typical week splits roughly into bill review (~40%), advocacy QA and escalation (~20%), operations and training (~20%), and product partnership (~20%). Escalations are reactive, so the mix flexes. 🛠 WHAT YOU'LL DO - Review uploaded bills each week and call each one: lowerable or not, how, with what confidence, and what data would change your mind. Those calls tune our bill checker and intake. - Own negotiation quality across open and closed cases - run weekly QA on HA and AI-agent casework, tag what's working and what isn't, and turn the patterns into training. - Be the escalation point for VIP, high-complexity, and specialized cases - Build the playbooks, training, and onboarding that let quality scale as the HA team grows, starting with onboarding and GrantCentral, our internal case management tool. - Partner with Product as the domain owner on our AI bill analyzer - Make sure every feature that touches HA workflows ships with training behind it - Publish weekly reports on opportunities for the HA team - Stretch: turn user and advocate pain points from casework into input for the roadmap 🧰 YOU'LL BRING MUST-HAVES: - 6+ years in health system revenue cycle, patient financial services, or payer operations - You know how a bill gets built and how it gets lowered: coding (CPT, ICD-10, HCPCS), EOBs, denials and appeals, financial assistance policies, No Surprises Act rules, and self-pay discounts. - Real negotiation reps - you've sat across from providers or payers and moved a number - Clear enough on your reasoning that engineers can build it and advocates can use it - Experience writing training, playbooks, or QA programs that people actually used - Based in NYC and in the office Monday through Thursday NICE-TO-HAVES: - Time spent on both the provider and payer sides of a bill - Experience partnering with product or engineering on healthcare tooling or automation - Hands-on work with AI or agentic tools in a billing, clinical, or ops setting - Early-stage startup experience, or building a new function inside a large system ✨ YOU'LL THRIVE HERE IF - You're comfortable with very ambiguous projects that impact several teams - You consider yourself a subject matter expert in healthcare navigation - You're comfortable with a scope that shifts as the product and team learn 📍 WHERE YOU'LL WORK Office based Chelsea, NYC - in-office Monday through Thursday, with Fridays remote.