Virtual Care Concierge for Members

Doctor on Demand; United States; Remote; USD 24,000 - 34,000; Full time

Job summary

Included Health is seeking a Virtual Care Advocate to serve as the front door to virtual care. You will guide members through the app, answer healthcare questions, and connect them to the right services based on their Health Plan or client package types.

This is a remote, full-time role that supports phone and messaging channels. The position emphasizes resolving member needs at first touch, documenting clearly, and escalating to other teams when needed.

Qualifications

• 2+ years of experience in customer service, member support, healthcare operations, or contact center environments.
• Strong verbal and written communication skills with accurate spelling and grammar.
• Strong de-escalation, listening, and problem-solving skills.
• Ability to manage multiple workflows and systems while maintaining accuracy.
• Strong attention to detail in documentation and follow-through.
• Ability to follow defined workflows while applying sound judgment.
• Comfort working in a fast-paced service environment with performance expectations.
• Ability to deliver a compassionate, professional, and member-first experience.

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 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 and knowledge resources to support issue resolution.
• Use Care App, Athena, Hub, CXone, and other approved tools to complete workflows.
• Create or update cases correctly for Tech support and other teams when required.
• Capture clear case descriptions and escalation details when needed.
• Reinforce a seamless member experience during handoffs by setting expectations.
• Flag recurring issues and pain points to supervisors.
• Recommend improvements based on recurring support patterns.
• Maintain member confidentiality and HIPAA compliance.

Skills

Customer service

Clear communication

De-escalation

Multi-system navigation

Documentation

Workflow guidance

Compassionate care

Tools

CXone

Hub

Care App

Athena

Job description

Included Health is seeking a Virtual Care Advocate to serve as the front door to virtual care. You will guide members through the app, answer healthcare questions, and connect them to the right services based on their Health Plan or client package types.

This is a remote, full-time role that supports phone and messaging channels. The position emphasizes resolving member needs at first touch, documenting clearly, and escalating to other teams when needed.