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Member Care Advocate (MCA) - November Cohort

23 hours, 25 minutes ago
United States
Contract
Junior
Customer Support
Customer and Technical Support
HIPAA
Apply Now
Included Health

Included Health

Included Health is a healthcare company that provides cost-saving solutions for employers and health plans. They offer virtual care and navigation services, connecting millions with board-certified doctors and specialists for comprehensive and convenie...

Insurance
1K-5K
$106M raised
View All Jobs 28

Description

  • Answer high-volume inbound calls and chats using clear, empathetic communication.
  • Explain benefits coverage, deductibles, copays, coinsurance, out-of-pocket maximums, and eligibility.
  • Find in-network providers, update member accounts, and provide status updates on existing requests.
  • Guide members through enrollment and scheduling for available programs such as virtual care.
  • Resolve defined member questions end-to-end using established workflows and scripts.
  • Navigate Included Health systems, knowledge bases, and carrier portals to research issues.
  • Document member interactions and follow-up actions accurately and concisely.
  • Meet quality audit and member satisfaction expectations while supporting Included Health’s mission.

Requirements

  • Bachelor’s degree plus at least 2 years of customer service or healthcare experience, or 5 years of relevant healthcare or benefits-navigation experience.
  • Experience handling high-volume inbound calls using VoIP systems such as CXOne.
  • Familiarity with Google Workspace, Apple products, and CRM software; ability to learn proprietary tools quickly.
  • Strong customer service, de-escalation, advocacy, and professional communication skills.
  • Clear verbal communication skills for explaining benefits, processes, and next steps.
  • Strong written English skills for accurate interaction documentation.
  • Critical-thinking skills within defined workflows and ability to identify and resolve well-scoped issues.
  • Ability to gather information, ask clarifying questions, and summarize issues for follow-up teams.
  • Knowledge of HIPAA requirements and commitment to maintaining member confidentiality.
  • Secure, distraction-free home office with reliable internet and ability to complete three weeks of paid training from 10 a.m. to 7 p.m. EST, Monday through Friday, with no planned time off.

Benefits

  • Remote work arrangement.
  • Three-week paid training period.
  • Access to integrated virtual care, navigation, and healthcare support programs as an Included Health employee.

Interested in this position?

Apply directly on the company website

Apply Now

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