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About the Role

The Progyny Care Advocate (PCA) supports members through their family-building and women’s health journeys, leveraging customer service and patient care experience to deliver a high-touch, concierge-level member experience via phone, email, and secure messaging. PCAs onboard new members and guide existing members through personalized care journeys, helping them understand and maximize benefits for fertility, preconception, menopause, pregnancy, and postpartum care. This role requires exceptional organization, strong prioritization skills, and the ability to manage multiple member interactions in a fast-paced environment.

Responsibilities

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 improvement.

Requirements

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 shift.
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.

Skills

Customer service
Patient care
Communication
Organization
Prioritization
Conflict resolution
Attention to detail

Location

United States

Work Type

Onsite
Full-time

Experience Level

2+ years

Salary/Compensations

$28.00/hour- $40.00/hour

Benefits

Paid family and parental leave
Preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support)
Family and pet care fund
Parents’ Employee Affiliation Group
Menopause and midlife care
Health, dental, vision and life insurance options for employees and family
Free in-person, virtual and text-based mental health and wellness support
Paid time off, including vacation, sick leave, personal days and summer flex time
Company equity
Bonus program
401(k) plan with company match
Access to on-demand legal and financial advice
Learning and development programs
Mentorship program
Company social events to include annual volunteer day and donation matching
Flex days (3 days a week in the office)
Onsite meals and snacks for employees reporting into our NY office

About the Company

Progyny (Nasdaq: PGNY) is a global leader in women’s health and family building solutions, trusted by the nation’s leading employers, health plans and benefit purchasers.
We envision a world where everyone can realize dreams of family and ideal health.
Our outcomes prove that comprehensive, inclusive and intentionally designed solutions simultaneously benefit employers, patients and physicians.
Our benefits solution empowers patients with concierge support, coaching, education, and digital tools; provides access to a premier network of fertility and women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs.
Our mission is to empower healthier, supported journeys through transformative fertility, family building and women’s health benefits.
Headquartered in New York City, Progyny has been recognized for its leadership and growth as a TIME100 Most Influential Company, CNBC Disruptor 50, Modern Healthcare's Best Places to Work in Healthcare, Forbes' Best Employers, Financial Times Fastest Growing Companies, Inc. 5000, Inc. Power Partners, and Crain's Fast 50 for NYC.

Equal Opportunity

Progyny is proud to be an Equal Opportunity and Affirmative Action employer.
We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.
All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition, status as a protected veteran, criminal history consistent with legal requirements or any other basis protected by law.
If you are an individual with a disability and need assistance or an accommodation during the recruiting process, please send an e-mail to apply@progyny.com.