Member Care Advocate, Included Health

• This is a fully remote, chat-primary role, ideal for candidates with strong written communication skills, attention to detail, and the ability to manage multiple interactions effectively
• If you're a driven, empathetic individual with a strong interest in helping people and solving problems—especially through written communication—we want to hear from you
• Experience: 2+ years of customer service experience, preferably in healthcare or benefits navigation.Prior experience in a chat-based role, handling multiple concurrent conversations, is strongly preferred
• Technical Skills: 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
• Problem-Solving & Advocacy: Strong critical thinking skills to resolve complex member issues via chat. Ability to identify and escalate recurring pain points for process improvements
• Work Environment: Remote work capability with a distraction-free workspace. Availability to work scheduled shifts in a high-volume chat support environment
• Preferred Qualifications: Experience with chat-specific performance metrics (e.g., first response time, concurrency, MSAT). Familiarity with VoIP systems and omnichannel member support platforms. Healthcare background with knowledge of insurance plans, benefits, or claims processing

Desirable

• As a Member Care Advocate (Chat-Only), you will provide real-time, high-quality support via chat to members navigating their healthcare needs
• You will be responsible for handling multiple concurrent chats, providing accurate information, advocating for members, and ensuring a seamless digital experience
• 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
• Key Success Metrics:
• Chat Concurrency & Response Time: Maintain high efficiency while managing multiple chat interactions
• Chat Quality & MSAT Scores: Ensure interactions meet high-quality standards, as reflected in audits and member satisfaction (MSAT) surveys
• Resolution Effectiveness: Minimize handoffs and escalations by fully resolving issues whenever possible