Referral Support Advocate Full Time NEW

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. Your daily duties will include; understanding members’ preferences and finding and presenting high quality providers
• Work with a scheduling team to schedule appointments on the member’s behalf, and ensure the member is supported through their health care journey.
• Balance velocity and quality performance targets while delighting your members
• Understands and meets (or exceeds) all service level agreements
• Be extremely detail oriented. You will be expected to gather accurate data and information from provider offices; including new patient availability, insurance contracts, conditions treated and more
• 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
• Have a focus on and drive continuous improvement, constantly questioning how and why we do things and suggest alternatives that improve the customer experience, efficiency, etc.
• Continue to grow and create value within the role to leverage and improve upon the skills you already have, to take on new responsibilities, to build subject matter expertise and to experience different types of thought leadership
• Discuss additional benefits offered to Included Health members and connect them with appropriate departments

Qualifications

• Great verbal communication skills. You will need to be able to explain our services to provider offices, verify office availability and determine scheduling requirements.
• Great written communication skills. You will need 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. Lost time can directly impact lives.
• Pay attention to the little details – they matter
• Perform accurate data collection and entry
• Demonstrate adaptability with process changes in fast-paced and ambiguous environments
• Be comfortable performing internet searches
• Ability to troubleshoot basic technical issues
• Be proficient with common office software – Google Apps, CRM systems, etc.
• Demonstrate strong organizational skills
• Have a sense of humor, and like to have fun. We work hard. So we like to laugh a lot too.

Physical/Cognitive Requirements

• 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 (e.g., lifting a computer / laptop) may be required.
• Ability to interact with leadership, employees, and members in an appropriate manner.

This role is contract-to-hire. The rate is $19/hr. The potential to convert to a FTE is not guaranteed.

If this hire is converted to a FTE then Included Health offers the below benefits as part as a competitive package.

• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
• Full suite of Included Health telemedicine (e.g. behavioral health, urgent care, etc.) and health care navigation products and services offered at no cost for employees and dependents
• Generous Paid Time Off (“PTO”) and Discretionary Time Off (“DTO”)
• 12 weeks of 100% Paid Parental leave
• Family Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistance
• Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment)
• 11 Holidays Paid with one Floating Paid Holiday
• Work-From-Home reimbursement to support team collaboration and effective home office work
• 24 hours of Paid Volunteer Time Off (“VTO”) Per Year to Volunteer with Charitable Organizations

Your recruiter will share more about the specific salary range and benefits package for your role during the hiring process.

About Included Health

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.

Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.

Included Health uses AI-assisted tools at select stages of the hiring process to enhance efficiency, consistency, and communication. AI does not make hiring decisions—final decisions are made exclusively by our recruiting and hiring teams.