Included Health
Included Health is a mission-driven healthcare company that aims to raise the standard of healthcare for everyone. The company delivers integrated virtual care and navigation, breaking down barriers to provide high-quality care for every person in every community. Included Health is seeking a Member Care Advocate (Chat-Only) to join their team. This role is crucial in providing real-time, high-quality support to members navigating their healthcare needs.
Location
- Remote, Chat-Primary Role
This is a fully remote role, allowing candidates to work from anywhere with a stable internet connection and a distraction-free workspace.
Responsibilities:
The Member Care Advocate (Chat-Only) will provide real-time support to members via chat, handling multiple concurrent interactions while maintaining accuracy and efficiency. The ideal candidate will have strong written communication skills, attention to detail, and the ability to manage multiple interactions effectively.
Key Responsibilities
- Advocate for members by researching and resolving complex issues, minimizing member effort
- Deliver high-quality chat support, managing multiple concurrent interactions while maintaining accuracy and efficiency
- Educate members on their healthcare benefits and available services
- Optimize the chat experience by following structured workflows and best practices
- Utilize technology and reporting tools to resolve issues efficiently and document interactions properly
Main Requirement:
- 2+ years of customer service experience, preferably in healthcare or benefits navigation
- Prior experience in a chat-based role, handling multiple concurrent conversations, is strongly preferred
- Strong written communication skills, with the ability to clearly articulate responses in real-time
- Comfort using chat software, CRM platforms, and knowledge management tools
- Ability to quickly learn and adapt to proprietary systems and processes
FAQs about the Role
- What is the primary function of a Member Care Advocate (Chat-Only)?
The primary function is to provide real-time support to members via chat, handling multiple concurrent interactions while maintaining accuracy and efficiency.
- What are the key success metrics for this role?
Key success metrics include chat concurrency and response time, chat quality and MSAT scores, and resolution effectiveness.
- What technology and tools will I be using?
You will be using Included Health’s chat platform, CRM, and knowledge base to resolve issues efficiently.
- Can I work from anywhere?
Yes, this is a fully remote role, allowing you to work from anywhere with a stable internet connection and a distraction-free workspace.
- What are the benefits of working with Included Health?
Benefits include being part of a mission-driven team, working in a fully remote environment with a strong support system, and opportunities for growth and upskilling.
- What is the salary range for this role?
The salary range is $21 – $21 per hour.
- What kind of support can I expect from the team?
You can expect a strong support system, including training and guidance from experienced team members.
- Are there opportunities for growth and development?
Yes, Included Health offers opportunities for growth, upskilling, and contributions to shaping the chat support function.
- What is the company culture like?
Included Health is a mission-driven company that values empathy, innovation, and teamwork.
- Can I work part-time or have flexible hours?
Availability to work scheduled shifts in a high-volume chat support environment is required.
- How does Included Health approach healthcare?
Included Health delivers integrated virtual care and navigation, breaking down barriers to provide high-quality care for every person in every community.
- What kind of issues will I be resolving?
You will be resolving complex member issues, including healthcare benefits, claims, billing, and provider navigation.
- How will my performance be evaluated?
Your performance will be evaluated based on key success metrics, including chat concurrency and response time, chat quality and MSAT scores, and resolution effectiveness.
Required document
- Resume
- Cover letter
Method Of Application
Qualified and interested applicant should click the APPLY HERE LINK below to start filling out the application form and submit it before the deadline.
APPLY HERE
Deadline: Not Specified
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About Included Health
- Transforming Healthcare
Included Health is revolutionizing the way healthcare is delivered. By combining virtual and in-person care with expert navigation, comprehensive support, and AI-powered technology, Included Health is making healthcare more accessible and effective. This innovative approach enables individuals to receive high-quality care, regardless of their location or health status.
- Delivering Integrated Care
Included Health’s platform offers a range of services, including care guidance, advocacy, and access to personalized virtual and in-person care. This integrated approach enables individuals to navigate the healthcare system with ease, receiving the support and care they need to achieve optimal health outcomes.
- Joining the Mission
Included Health is seeking talented individuals who share its passion for transforming healthcare. By joining the team, individuals can contribute to a mission-driven organization that is making a meaningful difference in people’s lives.
