Experience healthcare without the headaches. Included Health can help you get care for colds, bills, anxiety, and everything in between with personalized virtual care, benefits navigation, and member advocacy. Backed by Greylock.
About the role
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.
What they're looking for
- 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
More about this role
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...
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