Included Health delivers a groundbreaking model of care through dedicated teams that ensure high-quality support for members. This program meets members’ ongoing needs with a strong, clinician-led, multidisciplinary team that handles both clinical and administrative aspects. Members enrolled in All Included Care (AIC), Virtual Primary Care (VPC), and the Connected Care Program (CCP) benefit from this comprehensive care coordination. The goal is to proactively address members’ needs and provide a smooth, personalized healthcare experience.

We’re looking for someone passionate about delivering exceptional service to every member. As a Connected Care Assistant, you will collaborate with the clinical team to support members managing chronic or complex health conditions. Your role includes coordinating care services, offering support, and assisting with additional services identified by the clinical team. The ideal candidate is empathetic, knowledgeable about healthcare, and excels in customer service. Note: CCAs are not permitted to give clinical advice, make diagnoses, perform evaluations, or interpret medical information.

Responsibilities:

– Engage with members during scheduled shifts via calls, chats, and internal referrals to CCP
– Conduct outreach to at-risk members using autodialer tools
– Manage and prioritize tasks related to care plans
– Coordinate care for members and their caregivers as directed by the clinical team
– Guide members on employer-provided benefits
– Initiate cases such as Provider Match, Concierge Referrals, Expert Medical Opinion, and Claims
– Perform administrative duties including:
– Drafting and sending letters to members and providers
– Requesting medical records and releases
– Handling callback tickets, referrals, and escalations
– Monitoring email communications and referral systems
– Managing platforms like Ovia and ACM insurance feeds
– Attend team huddles and ongoing training sessions
– Follow all company policies and healthcare regulations
– Perform other assigned duties

Requirements:

– Experience in case management or healthcare is preferred
– Skilled in motivational interviewing
– Able to multitask and adapt in a dynamic environment
– Strong phone communication and problem-solving skills
– Professional verbal and written communication
– Self-directed with good time management
– Highly organized and deadline-oriented
– Tech-savvy and quick to learn new systems
– Familiarity with health IT systems is a plus
– Knowledge of local healthcare and social services is preferred
– Maintains a respectful and positive attitude
– Respects patient confidentiality and complies with HIPAA
– Must be available for one of the following shifts: 11 AM–8 PM EST or 8 AM–5 PM PST, Monday–Friday

Compensation:

– Hourly pay ranges from $19.73 to $30, plus equity and benefits
– Final salary depends on factors such as education, experience, skills, certifications, location, and internal equity
– Your recruiter will provide details based on your geographic area

Benefits:

– Remote-first work culture
– 401(k) plan via Fidelity
– Comprehensive health, dental, and vision insurance
– Free access to Included Health’s telemedicine and navigation services
– Generous PTO and discretionary time off
– 12 weeks of fully paid parental leave
– Up to $25,000 in fertility and family-building support
– Compassionate leave for pregnancy loss or failed fertility treatments
– 11 paid holidays plus one floating holiday
– Work-from-home reimbursement
– 24 hours of paid volunteer time annually

About Included Health:

Included Health is redefining healthcare by offering integrated virtual care and navigation services. Our mission is to elevate healthcare for everyone by removing barriers and delivering quality care across all needs—from urgent to chronic, mental to physical health. We provide personalized support and access to both virtual and in-person care.

Learn more at https://includedhealth.com

Included Health is an Equal Opportunity Employer. We welcome applicants regardless of race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, or any other protected status. We also consider qualified applicants with criminal records, in accordance with applicable laws.