Remote Member Care Advocate

Includedhealth; United States; Remote; USD 40,000 - 55,000; Full time

Job summary

Included Health is seeking a Remote Member Care Advocate to help members navigate benefits and care options. You will handle inbound calls and chats with empathy, resolve issues, and guide members through enrollment steps and programs.

The role requires strong critical thinking, experience in healthcare or customer service, and the ability to document interactions clearly. 3-week paid training runs 10 a.m.–7 p.m. EST, with no planned time off during training.

Qualifications

• Bachelor's degree with a minimum of 2 years of customer service or healthcare experience, OR 5 years of relevant healthcare experience.
• Comfortable handling a high volume of inbound calls daily using VoIP systems.
• Strong familiarity with Google Workspace, Apple products, and CRM software.
• Exceptional customer service, with the ability to de-escalate and stay professional.
• Strong verbal and written English for accurate documentation.

Responsibilities

• Provide Member-Centered Support in a High-Volume Environment.
• Explain benefits coverage, cost-sharing concepts, and eligibility details.
• Find in-network providers, update account information, and provide status updates.
• Guide members to programs (e.g., virtual care) and enrollment steps.
• Document interactions clearly to enable continuity of care across the team.
• Meet quality audits and member satisfaction targets.

Skills

Customer service

Healthcare experience

Verbal communication

Written English

CRM software

VoIP phone systems

Education

Bachelor's degree or equivalent experience

Tools

Google Workspace

Apple products

CRM software

Job description

Included Health is seeking a Remote Member Care Advocate to help members navigate benefits and care options. You will handle inbound calls and chats with empathy, resolve issues, and guide members through enrollment steps and programs.

The role requires strong critical thinking, experience in healthcare or customer service, and the ability to document interactions clearly. 3-week paid training runs 10 a.m.–7 p.m. EST, with no planned time off during training.