Customer Success Lead, Patient Support
About Claimable
Claimable is an AI-first company helping patients overcome insurance denials for the treatments they need. We automate the research, writing, and submission of appeal letters, and we partner with pharmaceutical manufacturers and their access partners to bring this service to patients. We've supported thousands of appeals and we're scaling our reach.
The Role
We're hiring a process-oriented operator to build the support function patients rely on during some of the most stressful moments of their healthcare journey — a denied claim, a treatment on hold, a family running out of options. This person will bring structure to how we manage cases: clear ownership, clean handoffs, organized ticket management, and repeatable systems that let patients get fast, reliable answers as we scale. You'll come from a hub or specialty pharmacy environment, or something like it, where you've already built or run support operations at scale — and you're motivated by creating order in a growing, still-being-defined function.
This role is different from a typical contracted customer support job. Insurance denials don't happen on a nine-to-five schedule, and neither do the moments that matter most to the people we serve. The large majority of your work will happen during standard hours — but there will be times, like a Friday-afternoon denial with a Monday deadline, or a parent who hasn't heard an update in three days, when this role calls for an evening check-in or a weekend follow-up to keep a case moving. We're looking for someone who understands that urgency in healthcare doesn't wait for business hours, and who wants to help us build the systems that make that responsiveness sustainable rather than exhausting.
What You'll Do
Patient Support — Own the Experience
• Directly support patients by answering questions, tracking case status, reviewing appeal drafts, and guiding them through stressful, high-stakes insurance denials
• Review and refine appeal strategies to improve clarity, accuracy, and persuasiveness
• Draft escalation communications to appeal decision-makers and influencers, including emails and call scripts for patients
• Build trusted, empathetic relationships with patients and caregivers navigating some of the hardest moments of their care journey
• Serve as the calm, knowledgeable voice patients turn to when the process feels overwhelming
Urgent Case Management — Be There When It Matters
• Monitor time-sensitive cases and prioritize outreach so no patient goes days without an update, especially when care is on hold
• Recognize which cases carry real urgency — a lapsed treatment, a worsening condition, a hard deadline — and respond accordingly, including outside standard business hours when it's truly needed
• Escalate high-risk or clinically urgent cases internally, and to the right external contacts, without delay
• Help define and maintain an on-call or after-hours coverage approach that protects patients without burning out the team
• Balance responsiveness with sustainability — build habits and handoffs that make urgent coverage a shared, manageable practice rather than a standing burden on any one person
Systems & Continuous Improvement
• Own, manage, and continuously improve Claimable's support systems (e.g., HelpScout, Aircall, internal tools) to deliver a high-quality, efficient patient experience
• Document workflows and help automate or self-serve support interactions that shouldn't require a human over time
• Contribute to patient education resources that reduce confusion and support load as the product scales
• Identify recurring patient pain points and feed insights back to product and engineering
What You Bring
• 5+ years in patient advocacy, case management, nursing, specialty pharmacy/hub services, insurance appeals, benefits administration, or a related patient-facing healthcare role — clinical background (RN, LPN, or similar) or experience in a specialty pharmacy hub or manufacturer-sponsored patient support program is a strong plus
• Deep understanding of health insurance denials and appeal processes
• A track record of managing urgent, time-sensitive patient situations with clear judgment about what truly needs immediate attention versus what can wait
• Exceptional writer — clear, persuasive, and calm under pressure
• Empathetic and patient-first, especially in high-stress situations, with the instinct to prioritize the person over the process
• Comfortable with a role that occasionally extends beyond standard business hours to meet a patient's moment of need — and equally committed to building processes that keep that the exception, not the norm
• Process-minded and comfortable building systems from scratch
• Startup-ready: you like owning problems and shaping how work gets done
Nice to Have
• Paralegal experience or a healthcare-adjacent certification (e.g., BCPA, MPH)
• Experience translating support pain points into product improvements
• Comfort working alongside AI tools to improve outputs over time
• Some account-management instincts — this role works closely with specialty pharmacies and involves week-to-week coordination
How We Think About This Role
This is a patient-outcomes role, not a traditional contracted support job. Most weeks look like a normal Monday-through-Friday schedule. But when a denial threatens someone's access to care, the clock doesn't stop at 5pm or on a Saturday — and neither do we. Success here means patients never feel like they're waiting in the dark, especially when the stakes are highest. We're not looking for someone who works around the clock; we're looking for someone with the judgment to know when a case genuinely can't wait, the empathy to understand why that matters, and the discipline to help us build systems so that urgency is handled sustainably rather than heroically.
What This Role Is Not
• Legal representation or legal counsel
• Sales or account management
• Managing a large team, at least initially
• An around-the-clock, always-on expectation — urgent coverage is a shared, structured responsibility, not a standing demand on one person's personal time
Compensation
• Competitive salary and benefits
• Equity options based on experience
