Virtual Care Advocate: Tier 1 Support (January Cohort)

Doctor on Demand; United States; À distance; USD 42 000 - 66 000; Plein temps

Résumé du poste

Included Health is seeking a Virtual Care Advocate to be the front door for virtual care, helping members navigate our app, answer healthcare questions, and connect them with the right services based on their Health Plan or Client package types.

You will be the first point of contact across phone and messaging, supporting Tier 1 access, gathering accurate information, and documenting clearly. This role reports to the Supervisor, Virtual Care Advocacy Operations, with a start date of 1/11.

Qualifications

• 2+ years in customer service, member support, advocacy, healthcare operations, or contact center environments.
• Strong verbal and written communication skills with accurate spelling and grammar.
• Ability to follow defined workflows while applying sound judgment.

Responsabilités

• 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 General scope.
• Gather complete and relevant details to understand the member’s needs before determining next steps.
• Document interactions clearly, accurately, and completely in required systems.
• Use established SOPs, knowledge resources, workflow guidance, and approved job aids to support issue resolution.
• Use Care App, Athena, Hub, CXone, and other approved tools to complete workflows accurately.
• Create or update cases for Tech support, Quality, VCS, imaging/referral, and medical-records-related workflows when required.
• Capture clear case descriptions, troubleshooting steps, and correct case fields when escalation is needed.
• Reinforce a seamless member experience during handoffs by setting expectations clearly.
• Flag recurring issues and pain points to supervisors.
• Recommend improvements based on recurring support patterns.
• Acknowledge confidentiality rights and maintain HIPAA compliance at all times.
• Maintain quality, productivity, attendance, and schedule adherence.
• Participate in onboarding, training, calibration, and ongoing skill development.

Connaissances

Communication skills

De-escalation

Attention to detail

Multitasking

Empathy

Outils

CXone

Hub

Care App

Athena

CRM software

Description du poste

Included Health is seeking a Virtual Care Advocate to be the front door for virtual care, helping members navigate our app, answer healthcare questions, and connect them with the right services based on their Health Plan or Client package types.

You will be the first point of contact across phone and messaging, supporting Tier 1 access, gathering accurate information, and documenting clearly. This role reports to the Supervisor, Virtual Care Advocacy Operations, with a start date of 1/11.