Virtual Care Advocate: Frontline Member Support

Remote; San Francisco (CA); Remote; USD 52,000 - 76,000; Full time

Job summary

Included Health is seeking a Virtual Care Advocate to be the front door of our virtual care services. You will assist members via phone and messaging, help navigate the app, answer healthcare questions, and connect them to the right services based on Health Plan or Client package types.

You will resolve routine issues at first touch, document interactions clearly, and escalate when needed to Technical Support or other teams. Training and ongoing skill development are provided.

Qualifications

• 2+ years in customer service, member support, or healthcare operations.
• Strong verbal and written communication with correct grammar.
• De-escalation, listening, and problem-solving skills.
• Ability to manage multiple workflows and systems accurately.
• Attention to detail in documentation and follow-through.
• Ability to follow defined workflows with sound judgment.
• Comfort in a fast-paced service environment with performance expectations.
• Compassionate, professional, member-first experience.
• Proficiency with web-based systems, smartphones/apps, Google apps, and CRM software.
• Familiarity with VoIP systems like CXone; comfortable on the phone.

Responsibilities

• 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.
• Resolve routine virtual-care member issues end to end within Tier 1 scope.
• Gather complete details to understand member needs and determine next steps.
• Document interactions clearly in required systems.
• Use SOPs, knowledge resources, and approved tools to support resolution.
• Create or update cases for Tech support, Quality, VCS, imaging/referral workflows when needed.
• Capture clear case descriptions and escalation details for handoffs.
• Reinforce seamless member experience during handoffs and set expectations.
• Flag recurring issues and workflow gaps to supervisors.
• Suggest improvements based on recurring patterns.
• Maintain confidentiality per HIPAA guidelines.
• Maintain attendance, productivity, and schedule adherence.
• Participate in onboarding and ongoing training.

Skills

Customer service

Communication

De-escalation

Problem-solving

Attention to detail

Multi-tasking

HIPAA

Tools

CXone

Hub

Athena

Care App

Job description

Included Health is seeking a Virtual Care Advocate to be the front door of our virtual care services. You will assist members via phone and messaging, help navigate the app, answer healthcare questions, and connect them to the right services based on Health Plan or Client package types.

You will resolve routine issues at first touch, document interactions clearly, and escalate when needed to Technical Support or other teams. Training and ongoing skill development are provided.