Virtual Care Advocacy, Tier 1 (January Cohort)

Included Health is a pioneering healthcare company dedicated to raising the standard of care through integrated virtual services and navigation. As a Virtual Care Advocate, you will serve as the primary point of contact for our members, acting as the front door to our virtual care platform and ensuring a seamless, member-first experience.

Key responsibilities

• Serve as the first point of contact for members via phone and messaging channels, providing support with empathy and urgency.
• Resolve routine virtual care inquiries, including account troubleshooting, scheduling, eligibility, and coverage questions.
• Document all member interactions accurately and clearly within our internal systems.
• Identify when issues require escalation to specialized teams and facilitate smooth handoffs to ensure member needs are met.
• Adhere to HIPAA guidelines and maintain strict member confidentiality at all times.
• Provide feedback to leadership regarding recurring member pain points or workflow gaps to help improve our service delivery.

Requirements

• Minimum of 2 years of experience in customer service, member support, or healthcare operations, ideally within a contact center environment.
• Strong verbal and written communication skills with a high level of attention to detail.
• Proven ability to manage multiple workflows and systems simultaneously while maintaining accuracy.
• Excellent problem-solving and de-escalation skills, with a focus on delivering a compassionate member experience.
• Proficiency with web-based systems, CRM software, and comfort using VoIP phone systems for the majority of the workday.

What we offer

• The opportunity to work in a fast-paced, mission-driven environment focused on improving healthcare access.
• Comprehensive onboarding and ongoing skill development to support your professional growth.
• A collaborative team culture where your contributions directly impact the member experience.