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Member Care Advocate (MCA) - September Cohort(s)

1 month 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 clear, empathetic, member-centered support.
  • Explain benefits coverage, cost-sharing concepts, and basic eligibility details.
  • Help members find in-network providers, update account information, and check request status.
  • Guide members through standard enrollment or scheduling steps for available programs such as virtual care.
  • Resolve clearly defined issues end-to-end using established workflows and scripting.
  • Educate members to reduce future confusion and repeat contacts.
  • Use internal systems, knowledge bases, and carrier portals to research questions and determine next steps.
  • Document interactions and follow-up actions accurately and concisely.
  • Meet or exceed quality audit and member satisfaction expectations.

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.
  • Comfortable handling a high volume of inbound calls throughout the day using VoIP phone systems such as CXOne.
  • Strong familiarity with Google Workspace, Apple products, and CRM software.
  • Ability to learn proprietary tools quickly.
  • Excellent 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 and confidently.
  • Strong written communication skills in English for accurate documentation.
  • Ability to think critically within defined workflows and use available resources to resolve well-scoped issues.
  • Comfortable gathering information, asking clarifying questions, and summarizing issues for follow-up by other teams when needed.
  • 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 from 10 a.m. to 7 p.m. EST, Monday through Friday, with no planned time off.

Benefits

  • Remote position.
  • 3-week paid training period.
  • Opportunity to work for a mission-driven healthcare company.

Interested in this position?

Apply directly on the company website

Apply Now

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