Included Health is hiring remote Member Care Advocates to provide empathetic, high-quality support to healthcare members navigating benefits and care options. The role requires answering inbound calls and chats, explaining complex benefits concepts, and resolving member issues using established workflows. New hires complete a strict 3-week paid training (10 a.m. - 7 p.m. EST) before transitioning to regular hours. Training includes no planned time off and requires a secure home office with reliable internet.
- Remote scope
- This is a remote position requiring a secure, distraction-free home office with reliable internet.
- Time zones
- EST
What you need
- Bachelor's degree with minimum 2 years of customer service or healthcare experience, OR 5 years of healthcare/benefits navigation experience
- Comfortable handling high volume of inbound calls using VoIP phone systems (e.g., CXOne)
- Strong familiarity with Google Workspace, Apple products, and CRM software with ability to learn proprietary tools quickly
- Exceptional customer service skills with ability to act as member advocate and de-escalate challenging situations
- Strong verbal and written communication skills in English
- Ability to work from secure, distraction-free home office with reliable internet and succeed in remote environment
What you will own
- Provide empathetic, member-centered support in a high-volume environment answering inbound calls and chats
- Resolve core member issues by explaining benefits coverage, cost-sharing concepts, and eligibility details
- Find and confirm in-network providers, update account information, and provide status updates on existing requests
- Own issues end-to-end using established workflows while educating members to reduce future confusion
- Navigate Included Health systems, knowledge bases, and carrier portals to research and resolve questions
- Meet quality audit and member satisfaction expectations (MSAT) while representing Included Health's mission
Core skillsCustomer serviceHealthcare navigationBenefits explanationVoIP systemsCRM softwareHIPAA complianceRemote work discipline
Remote policyThis is a remote position and requires a secure, distraction-free home office. Training is 10 a.m. - 7 p.m. EST Monday - Friday.
Included Health is on a mission to raise the standard of healthcare for everyone. We simplify healthcare by combining virtual and in-person care with expert navigation, comprehensive support, and technology that makes it easier for members to get the right care at the right time.
Our Member Care Advocates (MCAs) are some of the most visible representatives of this mission, helping members feel seen, supported, and confident in navigating their benefits and care options. MCAs are a trusted guide, helping members navigate the fundamentals of their healthcare benefits while delivering high-quality, empathetic support in a high-volume environment. This role requires strong critical thinking and ownership to navigate member needs effectively.
New MCA hires start their role in an 3-week paid training period with a strict schedule of 10 a.m. - 7 p.m. EST, Monday - Friday. Upon completion of the 3-week training period, employees will transition to their regular schedule as outlined during their offer and onboarding process. Missing work, leaving early, or arriving late without proper notice is considered an unplanned absence. Please note: No planned time off is permitted during the training period.
The start date for this role is 11/16.
This is a remote position and requires a secure, distraction-free home office.
Responsibilities
Provide Member-Centered Support in a High-Volume Environment:
Answer inbound calls and chats respectfully and empathetically, using clear, plain language to help members feel confident and informed.
Resolve Core Member Issues:
Explaining benefits coverage, cost-sharing concepts (deductibles, copays, coinsurance, and out-of-pocket maximums), and basic eligibility details.
Finding and confirming in-network providers, updating account information, and providing simple status updates on existing requests.
Connecting members to available programs (such as virtual care) by guiding them through standard enrollment or scheduling steps.
Own Issues and Empower Members:
Resolve clearly defined questions end-to-end using established workflows and scripting, while educating members to reduce future confusion and repeat contacts.
Leverage Tools and Resources:
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.
Deliver Consistent Quality:
Meet or exceed expectations for quality audits and member satisfaction (MSAT), while clearly articulating Included Health's mission and commitment to reducing friction in healthcare.
Qualifications
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.
Additional
About Included Health
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.
-----Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.
