Member Care Advocate, November Cohort

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to inbound calls and chats with respect and empathy

• Clarify details about benefits coverage, deductibles, copays, coinsurance, out-of-pocket maximums, and basic eligibility

• Locate and verify in-network providers

• Update account details and offer status updates on current requests

• Guide members to available programs such as virtual care through standard enrollment or scheduling processes

• Address clearly defined inquiries from start to finish using established workflows and scripts

• Educate members to minimize future confusion and repeated contacts

• Navigate Included Health systems, knowledge bases, and carrier portals effectively

• Accurately document interactions and any follow-up actions

• Achieve or surpass quality audit and member satisfaction benchmarks

• Convey Included Health's mission and dedication to alleviating challenges in healthcare

⛳️ Requirements

• Bachelor’s degree with at least 2 years of experience in customer service or healthcare, OR 5 years of relevant experience in healthcare or benefits navigation

• Proficient in managing a high volume of inbound calls using VoIP phone systems (e.g., CXOne)

• Strong familiarity with Google Workspace, Apple products, and customer relationship management (CRM) software

• Outstanding customer service abilities, including member advocacy and de-escalation skills

• Excellent verbal communication skills for articulating benefits, processes, and next steps

• Strong written communication skills in English

• Proven critical-thinking skills within established workflows

• Capable of gathering information, asking clarifying questions, and creating clear summaries for follow-up

• Understanding of HIPAA regulations and the ability to maintain member confidentiality

• Capacity to work from a secure, distraction-free home office with reliable internet access

• Willingness to complete a 3-week paid training period without planned time off

• Training schedule: 10 a.m. - 7 p.m. EST, Monday - Friday

🏝️ Benefits

• 3-week paid training period

• Remote work opportunity

• Secure, distraction-free home office setup

• No planned time off allowed during the training period (schedule requirement)