Member Care Advocate, Bilingual

🕒 April 27

🇺🇸 United States – Remote

💵 $22 - $25 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💬 Bilingual

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Included Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 B2B

👥 HR Tech

SaaS • B2B • HR Tech

Included Health is a healthcare technology company that delivers personalized, employer- and health-plan-focused primary, urgent, and behavioral health care through a single app and a network of virtual and in-person services. It blends AI-driven tools and human care teams to provide 24/7 care coordination, billing and claims advocacy, second opinions from leading specialists, and mental-health support, with the goal of lowering employer healthcare costs and improving member experience and inclusivity.

📋 Description

• Answer inbound calls from English and Spanish-speaking members respectfully and empathetically, using clear, plain language. • Address a broad range of member needs, including explaining benefits coverage, cost-sharing concepts, finding and confirming in-network providers, updating account information, and providing status updates. • Connect members to available programs by guiding them through standard enrollment or scheduling steps. • Resolve clearly defined questions end-to-end using established workflows and scripting, while educating members to reduce future confusion and repeat contacts. • Navigate Included Health systems, knowledge bases, and carrier portals to research questions and identify the right next step. • Accurately document interactions and follow-up actions, ensuring clear, concise notes that enable continuity of care across the team. • Meet or exceed expectations for quality audits and member satisfaction, while articulating Included Health’s mission and commitment to reducing friction in healthcare.

🎯 Requirements

• Bilingual proficiency; full fluency in both English and Spanish is required. • Bachelor’s degree with a minimum of 2 years of customer service or healthcare experience, **OR** 5 years of relevant experience in healthcare or benefits navigation. • Comfortable handling a high volume of inbound calls throughout the day using VoIP phone systems (e.g., CXOne). • Strong familiarity with Google Workspace, Apple products, and customer relationship management (CRM) software, with the ability to learn proprietary tools quickly. • Exceptional customer service skills, with the ability to act as a member advocate, de-escalate challenging situations, and maintain a professional, friendly demeanor. • Strong verbal communication skills for phone interactions, including the ability to explain benefits, processes, and next steps clearly and confidently. • Strong written communication skills in English for accurate, clear documentation of member interactions. • Demonstrated ability to think critically within defined workflows, identify when something doesn’t look right, and use available resources to resolve well-scoped issues. • Comfortable gathering information, asking clarifying questions, and structuring a clear summary when additional follow-up by other teams is needed. • Understands and follows HIPAA guidelines and maintains member confidentiality at all times. • Ability to work from a secure, distraction-free home office with reliable internet, and the discipline to succeed in a remote environment. • Must be able to complete the 3-week paid training period with no planned time off permitted. Training is *10 a.m. - 7 p.m. EST Monday - Friday.*

🏖️ Benefits

• Medical and Dental, will be provided and managed by Contracting Agency. • Excellent medical, dental, and vision insurance, plus extensive benefits through our own product (IH4IH) from day one including free virtual primary care, urgent care, and behavioral health. • Support via our Employee Assistance Program and the Golden Ticket program for family and friends. • A work-from-home (WFH) stipend to cover your internet expenses and a 401(k) plan with a 50% match on your contributions, up to 6%. • Paid time off, generous parental leave, company-wide holidays, and paid volunteer time. • Numerous opportunities for career advancement and professional development.