Member Experience & Benefits Advocate

Included Health, Inc.; United States; Remote; USD 45,000 - 60,000; Full time

Job summary

Included Health is a healthcare company delivering integrated virtual care and navigation. We are seeking a member-centered support specialist to assist members via inbound calls and chats in a high-volume environment.

You will resolve issues by explaining benefits coverage, cost-sharing, and eligibility while documenting interactions for audits. Strong English communication and de-escalation skills are essential to advocate for members.

Qualifications

• Bachelor's degree with 2+ years of customer service or healthcare experience, or 5 years of relevant experience.
• Comfortable with high-volume VoIP calls, Google Workspace, Apple products, and CRM software.
• Strong verbal and written communication skills in English, with the ability to de-escalate and advocate.

Responsibilities

• Provide member-centered support in a high-volume environment, answering inbound calls and chats respectfully.
• Resolve core member issues by explaining benefits coverage, cost-sharing, and eligibility, and connecting members to programs.
• Document interactions accurately and deliver consistent quality to meet or exceed quality audits and MSAT.

Skills

VoIP calls

Google Workspace

Apple devices

CRM software

Verbal communication

Written communication

De-escalation

Customer advocacy

Education

Bachelor's degree or equivalent

Job description

Included Health is a healthcare company delivering integrated virtual care and navigation. We are seeking a member-centered support specialist to assist members via inbound calls and chats in a high-volume environment.

You will resolve issues by explaining benefits coverage, cost-sharing, and eligibility while documenting interactions for audits. Strong English communication and de-escalation skills are essential to advocate for members.