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
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. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 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
More about this role
As a Virtual Care Advocate, you are the front door to virtual care at Included Health functioning much like the front desk of a medical office. You will be the first point of contact for members across phone and messaging channels, helping them navigate our app, answer healthcare questions, and connect them to the right services based on their Health Plan or Client package types.
This team supports multiple areas of the member experience, and is expected to show up fully within the Tier 1 scope to deliver a seamless, member-first experience at every interaction. You will be responsible for resolving member needs at first touch whenever possible, gathering accurate information, and documenting clearly. When a situation requires escalation to another support team, you will identify the appropriate handoff flow whether to Technical Support or downstream teams such as Virtual Care Support, Quality, Imaging or Referrals teams.
Core responsibilities include account in troubleshooting and scheduling support, eligibility and coverage troubleshooting, provider documentation, prescription, lab, imaging and referral status inquiries.
This role is an individual contributor and will report...
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