Member Care Advocate (MCA) - September Cohort(s)
Included HealthVirtual Care company
RemoteMid
Greylock
Venrock
The Carlyle Group
Harrison Metal
Revelation Partners
Operations & Strategy
About the role
TL;DR
Guide members through healthcare benefits and care options with empathetic support.
- •Included Health is seeking empathetic and detail-oriented Member Care Advocates (MCAs) to guide members through their healthcare benefits and care options.
- •MCAs are crucial in simplifying healthcare navigation and ensuring members feel supported.
- •Key Responsibilities Provide member-centered support via calls and chats, explaining benefits and eligibility.
- •Resolve core member issues, including provider searches and account updates.
- •Educate members to reduce future confusion and repeat contacts.
- •Leverage internal systems and knowledge bases to research and document interactions.
- •Meet quality audit and member satisfaction expectations.
- •Requirements Bachelor's degree with 2+ years of customer service or healthcare experience, OR 5 years of relevant experience.
- •Comfortable handling high volumes of inbound calls using VoIP systems.
- •Familiarity with Google Workspace, Apple products, and CRM software.
- •Exceptional customer service skills, with the ability to de-escalate challenging situations.
- •Strong verbal and written communication skills, and ability to work from a secure, distraction-free home office.
Required skills
HIPAA
Domain expertise
healthcare
