Remote Member Care Advocate

Namely; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

Included Health is hiring Member Care Advocates to support members in navigating benefits and care options. You will handle inbound calls and chats, explain coverage concepts, and guide members to in-network providers and programs. The role emphasizes empathy, accuracy, and adherence to HIPAA in a high-volume remote environment.

The 3-week paid training runs 10 a.m. to 7 p.m. EST, Monday through Friday, with transition to the ongoing schedule after training.

Qualifications

• Bachelor's degree with 2+ years in customer service or 5 years in healthcare.
• Experience handling a high volume of inbound calls using VoIP (e.g., CXOne).
• Familiar with Google Workspace, Apple products, and CRM software.
• Exceptional customer service, de-escalation, and professional demeanor.
• Strong verbal communication for phone interactions and clear documentation in English.
• Critical thinking within defined workflows and using resources to resolve issues.
• Ability to gather information, ask clarifying questions, and summarize for follow-ups.
• Understands HIPAA and maintains member confidentiality.
• Able to work remotely with a secure home office and reliable internet.
• Must complete 3-week paid training with no planned time off (10 a.m.-7 p.m. EST).

Responsibilities

• Provide Member-Centered Support in a High-Volume Environment.
• Answer inbound calls and chats respectfully and empathetically, using clear language.
• Explain benefits coverage, cost-sharing concepts, and basic eligibility details.
• Find and confirm in-network providers and update account information.
• Guide members to programs (e.g., virtual care) and assist enrollment or scheduling.
• Own issues end-to-end using workflows and scripting, educating to reduce future contacts.
• Navigate Included Health systems, knowledge bases, and carrier portals to research questions.
• Document interactions clearly to enable continuity of care.

Skills

Customer service

Healthcare experience

VoIP systems

Google Workspace

CRM software

Verbal communication

Written communication

Critical thinking

Information gathering

HIPAA knowledge

Remote work setup

Training completion

Education

Bachelor's degree

Tools

CXOne

Google Workspace

CRM software

Job description

Included Health is hiring Member Care Advocates to support members in navigating benefits and care options. You will handle inbound calls and chats, explain coverage concepts, and guide members to in-network providers and programs. The role emphasizes empathy, accuracy, and adherence to HIPAA in a high-volume remote environment.

The 3-week paid training runs 10 a.m. to 7 p.m. EST, Monday through Friday, with transition to the ongoing schedule after training.