About Included Health
Included Health is committed to elevating the standard of healthcare for everyone. We streamline the healthcare experience by combining virtual and in-person care with expert guidance, comprehensive support, and AI-driven tools. Our Member Care Advocates (MCAs) are essential to making healthcare simpler and more accessible for our members.

About the Role
As a Member Care Advocate (Chat-Only), you will deliver real-time, high-quality chat support to members as they navigate their healthcare needs. You will manage several chats at once, provide accurate information, advocate for members, and ensure a smooth digital experience. This fully remote, chat-focused position is ideal for individuals with strong writing skills, attention to detail, and the ability to handle multiple conversations efficiently. If you are empathetic, motivated, and passionate about helping others through written communication, we encourage you to apply.

Responsibilities:
• Advocate for members by taking full ownership of chat interactions, researching and resolving complex issues, and reducing member effort.
• Spot recurring concerns and escalate them to improve the overall chat experience.
• Help members understand their benefits and available services.
• Manage multiple simultaneous chats while maintaining accuracy and speed.
• Provide clear, empathetic, and solution-focused responses to questions about benefits, claims, billing, and finding providers.
• Follow workflows and best practices to improve efficiency and resolution time.
• Identify process improvements that reduce member frustration and boost satisfaction.
• Contribute to updates in chat guidelines, routing, and escalation processes.
• Use the chat platform, CRM, and knowledge base to resolve issues promptly.
• Document all interactions thoroughly for auditing and quality review.
• Share feedback on chat platform features and overall user experience.

Key Success Metrics:
• Maintain strong performance while handling multiple chats and meeting response time expectations.
• Deliver high-quality interactions reflected in audits and member satisfaction scores.
• Resolve issues effectively and limit unnecessary handoffs or escalations.

Qualifications:
• At least 2 years of customer service experience, preferably in healthcare or benefits navigation. Previous experience managing multiple chat interactions is strongly preferred.
• Excellent written communication skills with the ability to respond clearly in real time. Comfortable using chat tools, CRM systems, and knowledge bases, and able to learn new technologies quickly.
• Strong problem-solving abilities to address complex issues via chat and escalate recurring challenges.
• Ability to work remotely with a quiet, distraction-free setup and maintain reliable shift availability in a high-volume environment.
• Preferred: Experience with chat-specific metrics such as first response time, concurrency, and MSAT; familiarity with VoIP and omnichannel support platforms; background in healthcare, insurance, benefits, or claims.

Preferred Qualifications:
• Experience with chat performance metrics such as first response time, concurrency, and MSAT.
• Knowledge of VoIP systems and omnichannel support tools.
• Healthcare experience with insurance plans, benefits, or claims.

Why Included Health:
• Join a mission-driven team focused on making healthcare more accessible and easier to navigate.
• Work fully remotely with strong support from your team.
• Access growth opportunities, skill development, and the chance to help shape our chat support operations.

Compensation: $21 per hour

About Included Health
Included Health is a modern healthcare company offering integrated virtual care and navigation. Our mission is to improve healthcare for everyone by removing barriers and ensuring access to high-quality care, no matter a person’s needs or stage in their health journey. We provide personalized guidance, advocacy, and virtual and in-person care across urgent, primary, behavioral, and specialty care. Learn more at includedhealth.com.

Included Health is an Equal Opportunity Employer and considers all applicants without regard to legally protected characteristics. We follow all applicable laws, including the San Francisco Fair Chance Ordinance.