Virtual Care Advocate, Tier 1

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $21 / hour

⏳ Contract/Temporary

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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.

Apply Now

Find Similar Remote Jobs

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

• Serve as a first-contact support advocate for members across Virtual Care and Core interactions. • Handle inbound calls, messaging, and standard support needs with accuracy, empathy, and urgency. • Resolve routine virtual-care member issues end to end whenever they fall within Tier 1 General scope. • Gather complete and relevant details to understand members’ needs before determining next steps. • Document interactions clearly, accurately, and completely in required systems. • Use established SOPs, knowledge resources, workflow guidance, and approved job aids to support issue resolution. • Use Care App, Athena, Hub, CXone, and other approved tools to complete trained workflows accurately. • Create or update cases for Technical Support, Quality, Virtual Care Support, imaging/referral, and medical-records-related workflows when required. • Capture clear case descriptions, troubleshooting steps, and correct case fields when escalation is needed. • Reinforce a seamless member experience during handoffs by setting expectations clearly and minimizing friction. • Flag recurring issues, workflow gaps, or member pain points to supervisors. • Recommend improvements to the member experience based on recurring support patterns. • Maintain member confidentiality and follow HIPAA guidelines and regulations. • Maintain quality, productivity, attendance, and schedule adherence expectations. • Participate in onboarding, training, calibration, and ongoing skill development. • Report to the Supervisor, Virtual Care Advocacy Operations.

🎯 Requirements

• 2+ years of experience in customer service, member support, advocacy, healthcare operations, or contact center environments, including handling customer or member inquiries via voice and/or chat. • Strong verbal and written communication skills, including accurate spelling and grammar. • Strong de-escalation, listening, and problem-solving skills. • Ability to manage multiple workflows and systems while maintaining accuracy. • Strong attention to detail in documentation and follow-through. • Ability to follow defined workflows while applying sound judgment. • Comfort working in a fast-paced service environment with performance expectations. • Ability to deliver a compassionate, professional, and member-first experience. • Proficiency with technology, including web-based systems, smartphones/apps, Google apps, and customer relationship management software. • Familiarity with VoIP phone systems such as CXone and comfort communicating on the phone for the majority of the workday. • Ability to learn and apply workflow-specific guidance for virtual care scheduling, eligibility troubleshooting, case creation, provider document handling, Rx/lab status, and imaging/referral support. • Prompt and regular attendance at assigned work location. • Ability to remain seated in a stationary position for prolonged periods. • Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer, and other office-related equipment. • No heavy lifting is expected, though occasional exertion of about 20 lbs. of force may be required.

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume