About Hone Hone is an online medical clinic at the forefront of transforming healthcare and enhancing longevity. We use cutting-edge scientific advancements to empower men and women to take control of their health and unlock their full potential. Our people are the heart of everything we do and drive our success. We approach every project through our brand values: - Fight for the Customer - Execute Ruthlessly - Communicate Candidly, Clearly, and Kindly - Collaborate Selflessly - Practice Calculated Risk-Taking - Maximize Joy and Gratitude Hone has been fully virtual from day one and will continue to be a remote-first employer. Our Ideal Candidate Our ideal candidate is a mission-driven, motivated multi-tasker who is invested in work that is fulfilling and impactful. They embrace change and tackle challenges with enthusiasm. They have an “all-in” disposition towards work, understanding that we are a fast-paced, high-growth organization with evolving priorities. They can excel at both independent tasks and collaborative work, leading with clear and candid communication. They exhibit humble leadership—the ability to drive initiatives forward while remaining excited about continuous learning and development opportunities. They feel strongly about being part of a team that advocates for people to live longer and better lives. Patient AdvocateLocation: Remote (USA)Employment Type: Full-time The Role We’re looking for a Patient Advocate to join our team. In this role, you’ll report to a Care Team Manager and play a key part in guiding patients through their care journey. You’ll ensure every interaction is empathetic, efficient, and high-quality, while using various tools and workflows to resolve patient needs and elevate their overall experience. Responsibilities - Respond to patient inquiries via email, chat, and SMS using Zendesk - Resolve common issues such as order tracking, medication refills, and lab scheduling using guided workflows and macros - Escalate complex cases and document updates clearly in the EMR - Collaborate with Clinical Ops, Pharmacy, and Labs to ensure continuity of care - Identify recurring trends and suggest process improvements - Meet and exceed performance targets (e.g., first reply time, resolution time, CSAT) - Contribute to peer learning, documentation, and team knowledge - Be available for occasional overtime—voluntary or mandatory depending on business needs About You - Strong multitasking and time management skills - Comfortable working in a fast-paced, ever-evolving environment - Creative problem solver with a results-driven mindset - Adaptable to new tools, systems, and workflows - Able to work both independently and collaboratively - Experience in healthcare, telehealth, or customer support is a plus Our Ideal Candidate You’re a motivated multi-tasker who finds fulfillment in meaningful work. You embrace change, tackle challenges with enthusiasm, and thrive in a high-growth environment. You're an excellent communicator, a proactive team player, and a humble leader who’s always eager to learn and improve. Above all, you care deeply about helping people live longer, healthier lives. Compensation - This is an hourly role with annual compensation equivalent to $42,000–$50,000, depending on experience and qualifications. Benefits* Hone wants our team to be in the best condition of their lives, so we offer a range of benefits including: - A remote-first work environment - Competitive compensation and equity options - Health, dental, and vision insurance coverage - Short-term disability and basic life coverage - Flexible Spending Accounts (FSAs) - Lifestyle Spending Accounts (LSAs) - We follow federal holidays and have uncapped time off - Budget for the technology tools you need (laptop, monitor, and/or special software) - A focus on company-sponsored activities to foster engagement (both virtual and in-person) - Waived membership fees for any Hone team members utilizing Hone products *These benefits are available to full-time, regular employees, and not to independent contractors, hourly or temporary employees, or interns. We are proud to be an equal-opportunity workplace committed to building a team culture that celebrates diversity and inclusion. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions. Please contact us to request accommodation.

• Acts as a key partner to help optimize the use of department technology for Knowledge (KM), Workfflows (Decision Trees) and Quality Management (QA) techniques to improve Contact Center efficiency and effectiveness. • Delivers KM‐related technology articles and awareness activities online, in print, and face‐to‐face. • Models best practices and knowledge sharing behaviors in the use of KM technologies. • Monitors inbound and outbound communications and interaction for accuracy of information, soft skills and quality of communication. • Tracks issues in the quality monitoring systems or tools and analyzes the results. • Gathers, analyzes, monitors and reports on metrics, search logs and service tickets for both KM and QA audits to help achieve company goals. • Interfaces with stakeholders to identify, analyze and research business needs and user requirements. • Partners with internal teams to define quality metrics and goals. • Collects data from an automatic call distribution (ACD) system to generate statistical reports. • Creates and maintains documentation including business requirements, user stories, acceptance criteria, feature descriptions, user guides, process flows, wireframes and presentations. • Participates in the development and administration of knowledge tools and methodologies. • Contributes to scoping, planning, designing, HTML coding, testing and delivery. • Provides feedback to improve performance and assists in developing training programs. • Conducts and participates in calibration sessions, listening posts, benchmarking sessions and best practice sharing with leadership teams. • Participates in team/staff huddles and meetings. • Owns the knowledge resources and works with supervisors, leads and senior level staff to ensure resources are managed appropriately. • Works with the supervisor to use QA in coaching and development of representatives. • Acts as a point person for process development, enhancement, and management. • Coordinates process optimization programs. • Works with business users to enhance use of consumer facing automated tools and articles to deflect calls. • Assists in optimizing the customer experience by managing call routing and invoking IVR messaging. • Creates and implements programs for escalated issues encountered by the representatives. • Performs other duties as assigned.

• Supporting the Contact Center customers • Application development • Troubleshooting • Moves, adds, changes, scripting, patching • Customer technical support • Keep up to date on newly released versions of Cisco, Amazon, Five9 and 3rd party contact center products • Maintain current certifications and obtain new contact center certifications as they become available

• Perform outbound calls to obtain appropriate information and document accurately • Responsible for answering in-bound calls and assisting customers with pharmacy related services • Maintain strict professionalism in all communication methods while providing efficient, courteous, and friendly service • Contact insurance companies for benefit investigation and coverage eligibility • Provide prior authorizations and appeals support • Assist patients with the enrollment process for manufacturer and non-profit organization copay assistance programs • Update job knowledge by participating in educational opportunities and training activities • Work efficiently both individually and within a team to accomplish required tasks • Maintain and improve quality results by adhering to standards and guidelines by meeting quality standards set forth by program KPI’s • Report ADE’s according to program policy and guidelines • Adhere to all HIPAA guidelines • May assist with onboarding new employees