Job Overview:

Included Health is committed to improving healthcare for everyone. As a Member Care Advocate, you’ll play a key role in this mission by guiding members through their healthcare benefits and simplifying their experience. You’ll manage high volumes of interactions and take full ownership of each member’s journey, reporting to the Member Advocacy team. This is a remote role that requires a secure, distraction-free home workspace.

Key Responsibilities:

– Deliver Compassionate Support: Handle a high volume of incoming calls and chats from members, providers, and vendors with empathy and a focus on resolving issues during the first interaction whenever possible.
– Manage the Entire Member Experience: Take responsibility for resolving complex issues and serve as the main point of contact to ensure all member needs are met without unnecessary transfers.
– Address Complex Healthcare Issues: Help members with detailed questions about claims, billing, prior authorizations, and benefits by using all available tools to provide accurate and helpful information.
– Help Members Access Care: Assist members in finding the right services, including virtual care, expert second opinions, and other healthcare resources. Coordinate internal referrals to maintain continuity of care.
– Educate and Empower Members: Clearly explain benefits and healthcare options so members can make informed decisions.
– Use Tools and Technology Effectively: Navigate internal systems and external resources to determine the best solutions. Be proficient with VoIP systems (e.g., CXOne), Google apps, Apple devices, and CRM software.
– Represent Our Mission: Communicate Included Health’s mission and services clearly to ensure consistent, high-quality support.
– Enhance Member Satisfaction: Ensure every interaction is empathetic, efficient, and focused on the member’s needs to deliver a positive experience.

Qualifications:

– Education & Experience: Bachelor’s degree with 2 years of healthcare experience, or 5 years of relevant healthcare experience preferred.
– Call Volume Experience: Comfortable handling a high volume of inbound calls using VoIP systems like CXOne.
– Tech Skills: Proficient with Google apps, Apple products, and CRM software, with the ability to quickly learn new tools.

Physical and Cognitive Requirements:

– Ability to sit for extended periods.
– Manual dexterity and coordination to use a computer and related equipment.
– Ability to interact professionally with team members and clients.

Compensation:

– Hourly Rate: $21.00 for U.S.-based new hires in this contract position.
– Benefits: Medical and dental coverage provided and managed by the contracting agency.

About Included Health:

Included Health is a modern healthcare company offering integrated virtual care and navigation. Our mission is to elevate the quality of healthcare for everyone by removing barriers and providing access to high-quality care across all needs—whether physical, behavioral, chronic, or urgent. We offer personalized support and access to both virtual and in-person care, including primary care, mental health services, and specialty care.

Learn more at https://includedhealth.com.

Included Health is an Equal Opportunity Employer. We consider all qualified applicants regardless of race, color, religion, sex, sexual orientation, national origin, age, disability, genetics, or any other protected status. We also comply with applicable fair chance hiring laws.