Virtual Care Advocacy, Tier 1 (January Cohort)

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 in 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.