Member Care Advocate (MCA) - Bilingual

{
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  "source_hash": "a848f8e3c825118d77294b6f8e9939cc2dda6827db32556282e9b81092088edb",
  "last_changed_at": "2026-05-29T07:00:35.360Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Remote",
    "city": null,
    "region": null,
    "country": "United States",
    "is_remote": true,
    "confidence": 0.9
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T07:56:33.804Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "Remote",
      "city": null,
      "region": null,
      "country": "United States",
      "is_remote": true,
      "confidence": 0.9
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": "remote",
  "salary_period": null,
  "workplace_type": "remote",
  "salary_currency": null
}

{}

{
  "lists": [
    {
      "text": "Responsibilities",
      "content": "<div>\n\n<li><strong>Provide Member-Centered Support in a High-Volume Environment:</strong> Answer inbound calls from English and Spanish-speaking members respectfully and empathetically, using clear, plain language to help members feel confident and informed.</li>\n<li><strong>Resolve Core Member Issues:</strong> Address a broad range of member needs, including:\n\n</li><li>Explaining benefits coverage, cost-sharing concepts (deductibles, copays, coinsurance, and out-of-pocket maximums), and basic eligibility details in member's preferred language.</li>\n<li>Finding and confirming in-network providers, updating account information, and providing simple status updates on existing requests.</li>\n<li>Connecting members to available programs (such as virtual care) by guiding them through standard enrollment or scheduling steps.</li>\n\n\n<li><strong>Own Issues and Empower Members:</strong> Resolve clearly defined questions end-to-end using established workflows and scripting, while educating members to reduce future confusion and repeat contacts.</li>\n<li><strong>Leverage Tools and Resources:</strong> Navigate Included Health systems, knowledge bases, and carrier portals to research questions and identify the right next step. Accurately document interactions and follow-up actions, ensuring clear, concise notes that enable continuity of care across the team.</li>\n<li><strong>Deliver Consistent Quality:</strong> Meet or exceed expectations for quality audits and member satisfaction (MSAT), while clearly articulating Included Health’s mission and commitment to reducing friction in healthcare.</li>\n\n</div>"
    },
    {
      "text": "Qualifications",
      "content": "\n<li>Bilingual proficiency; full fluency in both English and Spanish is required.</li>\n<li>Bachelor’s degree with a minimum of 2 years of customer service or healthcare experience, <strong>OR</strong> 5 years of relevant experience in healthcare or benefits navigation.</li>\n<li>Comfortable handling a high volume of inbound calls throughout the day using VoIP phone systems (e.g., CXOne).</li>\n<li>Strong familiarity with Google Workspace, Apple products, and customer relationship management (CRM) software, with the ability to learn proprietary tools quickly.</li>\n<li>Exceptional customer service skills, with the ability to act as a member advocate, de-escalate challenging situations, and maintain a professional, friendly demeanor.</li>\n<li>Strong verbal communication skills for phone interactions, including the ability to explain benefits, processes, and next steps clearly and confidently.</li>\n<li>Strong written communication skills in English for accurate, clear documentation of member interactions.</li>\n<li>Demonstrated ability to think critically within defined workflows, identify when something doesn’t look right, and use available resources to resolve well-scoped issues.</li>\n<li>Comfortable gathering information, asking clarifying questions, and structuring a clear summary when additional follow-up by other teams is needed.</li>\n<li>Understands and follows HIPAA guidelines and maintains member confidentiality at all times.</li>\n<li>Ability to work from a secure, distraction-free home office with reliable internet, and the discipline to succeed in a remote environment.</li>\n<li>Must be able to complete the 3-week paid training period with no planned time off permitted. Training is <em>10 a.m. - 7 p.m. EST Monday - Friday.</em></li>\n"
    }
  ],
  "country": "US",
  "createdAt": 1777309167005,
  "updatedAt": null,
  "categories": {
    "team": "Member Care",
    "location": "Remote",
    "commitment": "Full-Time",
    "department": "Ops/Member Care",
    "allLocations": [
      "Remote"
    ]
  },
  "salaryRange": null,
  "workplaceType": "remote"
}