[Hiring] Referral Support Advocate @Included Health

Role Description

Referral Support Advocates work alongside our entire Care Team to lead our mission in finding our members high quality providers for in person (and virtual) visits. If you are a task-oriented individual with a strong interest in making a real difference in member lives, we want to hear from you.

Each member deserves world class service from their Care Team and access to high quality doctors for their health care. We are looking for someone who goes above and beyond to find the highest quality providers for our members to see.

In Your First 30 Days:

• Onboard with the Included Health team and engage in internal learning and training
• Demonstrate knowledge of proprietary software and other required technology
• Immediately make an impact for our members by managing Concierge Referrals and selecting the highest quality provider that meets members’ needs
• Get to know your team members – catch up over lunch, shadow, and attend team outings

In Your First 60 Days:

• Demonstrate your proficiency in running Concierge Referrals within the agreed service level agreements and the target quality standard
• Develop an organizational system to manage your dashboard of active cases
• Enhance your knowledge of our customers’ insurance plans and benefits offered to employees

In Your First 90 Days:

• Be a vocal and active contributor during team meetings – we want to hear your perspective!
• Demonstrate an ability to skillfully and effectively work with team members across Care, Clinical, and Quality Teams
• Set individual level goals for the year with your manager, including quarterly milestones

Responsibilities

• Understanding and completing all affiliated tasks with Concierge Referrals, including understanding members’ preferences and finding and presenting high quality providers
• Work with a scheduling team to schedule appointments on the member’s behalf, ensuring the member is supported through their health care journey
• Balance velocity and quality performance targets while delighting your members
• Understand and meet (or exceed) all service level agreements
• Be extremely detail oriented, gathering accurate data and information from provider offices
• Ability to work in a fast-paced environment that is subject to rapid change
• Demonstrate problem solving, open and clear communication, and good judgment
• Work with our Records Team to assist members in collecting their records to forward to their new providers
• Collaborate with peers within the Member Care Advocates, Records Specialist, Clinical, Quality and Training teams
• Focus on and drive continuous improvement, questioning how and why we do things
• Continue to grow and create value within the role, leveraging and improving upon existing skills
• Discuss additional benefits offered to Included Health members and connect them with appropriate departments

Qualifications

• Great verbal communication skills to explain services to provider offices, verify availability, and determine scheduling requirements
• Great written communication skills for concise and informative messages
• Confident in asking questions and comfortable in seeking help
• Attention to detail
• Perform accurate data collection and entry
• Demonstrate adaptability with process changes in fast-paced environments
• Comfortable performing internet searches
• Ability to troubleshoot basic technical issues
• Proficient with common office software – Google Apps, CRM systems, etc.
• Demonstrate strong organizational skills
• Have a sense of humor and enjoy a fun work environment

Physical/Cognitive Requirements

• Ability to remain seated in a stationary position for prolonged periods
• Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment
• No heavy lifting is expected, though occasional exertion of about 20 lbs. may be required
• Ability to interact with leadership, employees, and members in an appropriate manner

Benefits

• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options
• Full suite of Included Health telemedicine and health care navigation products and services offered at no cost for employees and dependents
• Generous Paid Time Off ("PTO") and Discretionary Time Off (“DTO”)
• 12 weeks of 100% Paid Parental leave
• Family Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistance
• Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment)
• 11 Holidays Paid with one Floating Paid Holiday
• Work-From-Home reimbursement to support team collaboration and effective home office work
• 24 hours of Paid Volunteer Time Off (“VTO”) Per Year to Volunteer with Charitable Organizations

Company Description

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical.

We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included.