[Hiring] Virtual Care Advocate @Included Health

Role Description

As a Virtual Care Advocate, you are the front door to virtual care at Included Health functioning much like the front desk of a medical office. You will be the first point of contact for members across phone and messaging channels, helping them navigate our app, answer healthcare questions, and connect them to the right services based on their Health Plan or Client package types.

This team supports multiple areas of the member experience, and is expected to show up fully within the Tier 1 scope to deliver a seamless, member-first experience at every interaction. You will be responsible for resolving member needs at first touch whenever possible, gathering accurate information, and documenting clearly. When a situation requires escalation to another support team, you will identify the appropriate handoff flow whether to Technical Support or downstream teams such as Virtual Care Support, Quality, Imaging or Referrals teams.

Core responsibilities include:

• Account troubleshooting and scheduling support
• Eligibility and coverage troubleshooting
• Provider documentation
• Prescription, lab, imaging and referral status inquiries

This role is an individual contributor and will report into the Supervisor, Virtual Care Advocacy Operations. The start date for this role is 1/11.

Qualifications

• 2+ years of experience in customer service, member support, advocacy, healthcare operations, or contact center environments, including handling customer or member inquiries via voice and/or chat.
• Strong verbal and written communication skills, including 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.
• Proficiency with technology, including web-based systems, smartphones/apps, Google apps, and customer relationship management software.
• Familiarity with VoIP phone systems such as CXone and comfort communicating on the phone for the majority of the workday.
• Ability to learn and apply workflow-specific guidance for virtual care scheduling, eligibility troubleshooting, case creation, provider document handling, Rx/lab status, and imaging/referral support.

Requirements

• Experience in healthcare, virtual care, care navigation, or advocacy support.
• Experience supporting phone-based member interactions.
• Familiarity with documentation standards, case notes, and escalation workflows.
• Experience working across multiple tools and knowledge resources in a live service environment.
• Experience supporting members with complex or sensitive needs.
• Familiarity with Hub, Care App, Athena, CXone, or similar service and workflow systems.

Physical/Cognitive Requirements

• Prompt and regular attendance at assigned work location.
• 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. of force may be required.
• Ability to interact with leadership, employees, and members in an appropriate manner.

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.