[Hiring] Referral Support Advocate @Included Health

Role Description

Everyone gets sick, but not all of us have equal access to state-of-the-art care. Included Health levels the playing field. Inspired by the century-old practice where doctors gather to discuss the most difficult cases they face, Included Health uses technology to expand on this esteemed tradition. We connect members, electronically and in-person, to recognized experts from world-leading medical institutions, whether across the continent or around the corner. We multiply the impact of the best doctors in the nation, and dramatically improve the quality of care for consumers—all while materially reducing the total cost of care for insurers and employers.

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 to appropriately manage your responsibilities
• 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 and suggesting alternatives that improve the customer experience
• Continue to grow and create value within the role to leverage and improve upon the skills you already have
• 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 office availability, and determine scheduling requirements
• Great written communication skills to communicate with our broader team in concise and informative messages
• Confident in asking questions and comfortable in raising your hand when you need help
• Attention to detail in data collection and entry
• Demonstrate adaptability with process changes in fast-paced and ambiguous environments
• Comfortable performing internet searches
• Ability to troubleshoot basic technical issues
• Proficient with common office software – Google Apps, CRM systems, etc.
• Strong organizational skills
• Have a sense of humor and enjoy having fun

Benefits

• The hourly pay for this full time, contract position is $20.72 per hour in the United States
• This posted range reflects the portion of our internal pay band that is currently funded for new hires in this role across our standard labor markets (Zones A–C)
• Individual pay is determined by work location, skills, experience, and internal equity

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. Learn more at includedhealth.com.