Virtual Care Advocate, Tier 1 (January Cohort)

The role

You will be the first point of contact for members by phone and messaging, helping them use the app, answer healthcare questions, and connect them to the right services. You will resolve routine virtual care issues and hand off to other teams when needed.

What you will do

• Serve as first-contact support advocate for members across Virtual Care and Core interactions
• Handle inbound calls, messaging and standard support needs
• Resolve routine virtual-care member issues end to end within Tier 1 General scope
• Gather complete details before determining next steps
• Document interactions clearly and accurately in required systems
• Use Care App, Athena, Hub, CXone and other approved tools
• Create or update cases for Tech support, Quality, VCS, imaging/referral and medical-records workflows
• Flag recurring issues and workflow gaps to supervisors
• Maintain member confidentiality and follow HIPAA guidelines
• Participate in onboarding, training and calibration

Required qualifications

• 2+ years in customer service, member support, advocacy, healthcare operations or contact center environments, including voice and/or chat
• Strong verbal and written communication, with accurate spelling and grammar
• Strong de-escalation, listening and problem-solving skills
• Ability to manage multiple workflows and systems with accuracy
• Strong attention to detail and follow-through
• Comfort in a fast-paced service environment with performance expectations
• Proficiency with web-based systems, smartphones/apps, Google apps and CRM software
• Familiarity with VoIP phone systems such as CXone and comfort on the phone most of the workday
• Ability to learn and apply workflow-specific guidance for scheduling, eligibility, case creation, documents, Rx/lab status and imaging/referral support
• Ability to remain seated for prolonged periods
• Eye-hand coordination and manual dexterity to operate a keyboard and computer
• Occasional exertion of about 20 lbs. of force may be required

Nice to have

• Experience in healthcare, virtual care, care navigation or advocacy support
• Experience supporting phone-based member interactions
• Familiarity with documentation standards, case notes and escalation workflows
• Experience working across multiple tools and knowledge resources in a live service environment
• Experience supporting members with complex or sensitive needs
• Familiarity with Hub, Care App, Athena, CXone or similar systems

Before you apply

• Applicants with arrest or conviction records are considered under the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance and California law

About the company

Included Health is a virtual care and navigation company that offers members care guidance, advocacy and access to virtual and in-person care, including primary, behavioral and specialty care. It is an Equal Opportunity Employer.