Member Care Advocate

Summary

Join Included Health as a Member Care Advocate (Chat-Only) and provide real-time, high-quality chat support to members navigating their healthcare needs. You will handle multiple concurrent chats, provide accurate information, advocate for members, and ensure a seamless digital experience. This fully remote role is ideal for individuals with strong written communication skills, attention to detail, and the ability to manage multiple interactions effectively. If you are driven, empathetic, and passionate about helping people and solving problems through written communication, this opportunity is for you.

Requirements

• 2+ years of customer service experience, preferably in healthcare or benefits navigation
• 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
• Strong critical thinking skills to resolve complex member issues via chat
• Ability to identify and escalate recurring pain points for process improvements
• Remote work capability with a distraction-free workspace
• Availability to work scheduled shifts in a high-volume chat support environment

Responsibilities

• Take full ownership of chat interactions, researching and resolving complex issues to minimize member effort
• Proactively identify common pain points and escalate recurring issues to improve the chat experience
• Educate members on their healthcare benefits and available services
• Manage multiple concurrent chat interactions while maintaining accuracy and efficiency
• Provide empathetic, solutions-oriented responses to member inquiries about healthcare benefits, claims, billing, and provider navigation
• Ensure all chat interactions are handled with professionalism, clarity, and attention to detail
• Follow structured workflows and best practices to enhance efficiency and resolution times
• Identify opportunities for process improvements to reduce member frustration and improve satisfaction
• Support the team in refining chat handling guidelines, including member routing improvements and escalation protocols
• Leverage Included Health’s chat platform, CRM, and knowledge base to resolve issues efficiently
• Ensure all interactions are properly documented for audit and quality review
• Provide feedback on chat platform functionality and user experience improvements
• Maintain high efficiency while managing multiple chat interactions
• Ensure interactions meet high-quality standards, as reflected in audits and member satisfaction (MSAT) surveys
• Minimize handoffs and escalations by fully resolving issues whenever possible

Preferred Qualifications

• Prior experience in a chat-based role, handling multiple concurrent conversations, is strongly preferred
• Experience with chat-specific performance metrics (e.g., first response time, concurrency, MSAT)
• Familiarity with VoIP systems and omni channel member support platforms
• Healthcare background with knowledge of insurance plans, benefits, or claims processing

Benefits

• Be part of a mission-driven team dedicated to making healthcare easier and more accessible
• Work in a fully remote environment with a strong support system
• Opportunities for growth, upskilling, and contributions to shaping our chat support function