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Virtual Care Advocacy, Tier 1 (January Cohort)

4 hours, 24 minutes ago
Anywhere
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
1001-5000
$106M raised
View All Jobs 2

Description

  • Provide first-contact support to members through inbound phone and messaging channels.
  • Resolve Tier 1 virtual-care and core support needs, including account access, scheduling, eligibility, coverage, provider documents, prescriptions, labs, imaging, and referrals.
  • Gather relevant member information and determine appropriate next steps.
  • Document member interactions accurately and completely in required systems.
  • Use SOPs, knowledge resources, job aids, and tools including Care App, Athena, Hub, and CXone to complete workflows.
  • Create and update cases for technical support, quality, virtual care support, imaging/referrals, and medical-records workflows.
  • Escalate issues through the correct handoff process, clearly documenting case details and troubleshooting performed.
  • Set clear expectations during handoffs to ensure a seamless member experience.
  • Identify recurring member issues and workflow gaps and recommend service improvements.
  • Protect member confidentiality and comply with HIPAA requirements.
  • Meet quality, productivity, attendance, and schedule-adherence expectations.
  • Participate in onboarding, training, calibration, and ongoing development.

Requirements

  • 2+ years of customer service, member support, advocacy, healthcare operations, or contact center experience, including voice and/or chat support.
  • Strong verbal and written communication skills, with accurate spelling and grammar.
  • Strong listening, de-escalation, and problem-solving abilities.
  • Ability to manage multiple systems and workflows while maintaining accuracy and attention to detail.
  • Ability to follow defined workflows while exercising sound judgment in a fast-paced service environment.
  • Ability to provide compassionate, professional, member-first support.
  • Proficiency with web-based systems, smartphones/apps, Google Workspace, and CRM software.
  • Familiarity with VoIP systems such as CXone and ability to work by phone for most of the day.
  • Ability to learn virtual-care scheduling, eligibility, case creation, provider-document, prescription/lab, and imaging/referral workflows.
  • Experience in healthcare, virtual care, care navigation, advocacy, sensitive member support, or phone-based member interactions preferred.
  • Familiarity with case documentation, escalation workflows, Hub, Care App, Athena, CXone, or similar systems preferred.
  • Ability to attend the assigned work location regularly and remain seated for prolonged periods while using office equipment.

Benefits

  • Hourly pay of $21 per hour.

Interested in this position?

Apply directly on the company website

Apply Now

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