Member Care Advocate, November Cohort

🕒 September 22

🇺🇸 United States – Remote

⏳ Contract/Temporary

🟢 Junior

🟡 Mid-level

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Included Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

☁️ SaaS

👥 HR Tech

Healthcare • SaaS • 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 and chats respectfully and empathetically • Explain benefits coverage, deductibles, copays, coinsurance, out-of-pocket maximums, and basic eligibility details • Find and confirm in-network providers • Update account information and provide status updates on existing requests • Connect members to available programs such as virtual care through standard enrollment or scheduling steps • Resolve clearly defined questions end-to-end using established workflows and scripting • Educate members to reduce future confusion and repeat contacts • Navigate Included Health systems, knowledge bases, and carrier portals • Document interactions and follow-up actions accurately • Meet or exceed quality audit and member satisfaction expectations • Communicate Included Health's mission and commitment to reducing friction in healthcare

🎯 Requirements

• 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 using VoIP phone systems (e.g., CXOne) • Strong familiarity with Google Workspace, Apple products, and customer relationship management (CRM) software • Exceptional customer service skills, including member advocacy and de-escalation • Strong verbal communication skills for explaining benefits, processes, and next steps • Strong written communication skills in English • Demonstrated critical-thinking ability within defined workflows • Ability to gather information, ask clarifying questions, and structure clear summaries for follow-up • Understanding of HIPAA guidelines and ability to maintain member confidentiality • Ability to work from a secure, distraction-free home office with reliable internet • Ability to complete the 3-week paid training period with no planned time off • Training schedule: 10 a.m. - 7 p.m. EST, Monday - Friday

🏖️ Benefits

• 3-week paid training period • Remote work arrangement • Secure, distraction-free home office setup • No planned time off permitted during the training period (schedule requirement)

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