Contractor Member Care Advocate
Included Health is hiring a remote Contractor Member Care Advocate. The career level for this job opening is Experienced and is accepting USA based applicants remotely. Read complete job description before applying.
Included Health
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About Included HealthIncluded 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 AI-powered technology. Our Member Care Advocates (MCAs) play a crucial role in making healthcare easier and more accessible for our members.
About the RoleAs a Member Care Advocate (Chat-Only), you will provide real-time, high-quality support via chat to members navigating their healthcare needs. You will be responsible for handling multiple concurrent chats, providing accurate information, advocating for members, and ensuring a seamless digital experience. This is a fully remote, chat-primary role, ideal for candidates with strong written communication skills, attention to detail, and the ability to manage multiple interactions effectively.
Responsibilities
- Advocate for Members: Take full ownership of chat interactions, researching and resolving complex issues to minimize member effort. Proactively identify common pain points and escalate recurring issues to improve the chat experience. Educate members on their healthcare benefits and available services.
- Deliver High-Quality Chat Support: Manage multiple concurrent chat interactions while maintaining accuracy and efficiency. Provide empathetic, solutions-oriented responses to member inquiries about healthcare benefits, claims, billing, and provider navigation. Ensure all chat interactions are handled with professionalism, clarity, and attention to detail.
- Optimize the Chat Experience: Follow structured workflows and best practices to enhance efficiency and resolution times. Identify opportunities for process improvements to reduce member frustration and improve satisfaction. Support the team in refining chat handling guidelines, including member routing improvements and escalation protocols.
- Utilize Technology & Reporting: Leverage Included Health’s chat platform, CRM, and knowledge base to resolve issues efficiently. Ensure all interactions are properly documented for audit and quality review. Provide feedback on chat platform functionality and user experience improvements.
Qualifications
- Experience: 2+ years of customer service experience, preferably in healthcare or benefits navigation. Prior experience in a chat-based role, handling multiple concurrent conversations, is strongly preferred.
- Technical Skills: Strong written communication skills, with the ability to clearly articulate responses in real time. Comfort using chat software, CRM platforms, and knowledge management tools. Ability to quickly learn and adapt to proprietary systems and processes.
- Problem-Solving & Advocacy: Strong critical thinking skills to resolve complex member issues via chat. Ability to identify and escalate recurring pain points for process improvements.
Work Environment
- Remote work capability with a distraction-free workspace.
- Availability to work scheduled shifts in a high-volume chat support environment.
Preferred QualificationsExperience with chat-specific performance metrics (e.g., first response time, concurrency, MSAT). Familiarity with VoIP systems and omnichannel member support platforms. Healthcare background with knowledge of insurance plans, benefits, or claims processing.