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Member Care Advocate (MCA) - August 2026 Cohort

2 weeks, 3 days 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 5

Description

  • Answer inbound calls and chats with empathy and clear, plain-language communication.
  • Explain benefit coverage, cost-sharing concepts, and basic eligibility details.
  • Help members find in-network providers, update account information, and check the status of existing requests.
  • Guide members through standard enrollment or scheduling steps for available programs such as virtual care.
  • Resolve well-defined member questions end-to-end using established workflows and scripting.
  • Educate members to reduce confusion and repeat contacts.
  • Use internal systems, knowledge bases, and carrier portals to research issues and determine next steps.
  • Document member interactions and follow-up actions accurately and clearly.
  • Meet or exceed quality audit and member satisfaction expectations.
  • Escalate or route issues when additional follow-up by other teams is needed.

Requirements

  • Bachelor's degree plus 2+ years of customer service or healthcare experience, or 5 years of relevant healthcare or benefits navigation experience.
  • Experience handling a high volume of inbound calls using VoIP phone systems such as CXOne.
  • Familiarity with Google Workspace, Apple products, and CRM software.
  • Ability to learn proprietary tools quickly.
  • Strong customer service skills with the ability to de-escalate challenging situations and maintain a professional, friendly demeanor.
  • Strong verbal communication skills for explaining benefits, processes, and next steps clearly.
  • Strong written communication skills in English for accurate documentation.
  • Ability to think critically within defined workflows and identify when something does not look right.
  • Ability to gather information, ask clarifying questions, and summarize issues clearly for other teams.
  • Understanding of HIPAA guidelines and commitment to member confidentiality.
  • Ability to work from a secure, distraction-free home office with reliable internet.
  • Availability to complete a 3-week paid training period with no planned time off during a 10 a.m. - 7 p.m. EST Monday-Friday schedule.

Benefits

  • 3-week paid training period.
  • Remote work from a home office.
  • Opportunity to support members through a mission-driven healthcare organization.

Interested in this position?

Apply directly on the company website

Apply Now

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