Referral Support Advocate

Job Summary:
 
Everyone gets sick, but not all of us have equal access to state-of-the-art care. Included Health
levels the playing field. Inspired by the century-old practice where doctors gather to discuss the
most difficult cases they face, Included Health uses technology to expand on this esteemed
tradition. We connect members, electronically and in-person, to recognized experts from world-
leading medical institutions, whether across the continent or around the corner. We multiply the
impact of the best doctors in the nation, and dramatically improve the quality of care for
consumers—all while materially reducing the total cost of care for insurers and employers.
Our team members genuinely enjoy working with each other—whether it is helping our latest
member find the right physician, going out to happy hour, or collaborating on our latest product
innovation. We work hard to support one another. We are only missing one thing...you.
 
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.
The hourly pay for this full time, contract position is $20.72 per hour in the United States. This posted range reflects the portion of our internal pay band that is currently funded for new hires in this role across our standard labor markets (Zones A–C). 
For context, these markets include Zone A (e.g., Phoenix AZ, San Antonio TX, Columbus OH, Charlotte NC), Zone B (e.g., Chicago IL, Denver CO, San Diego CA, Houston TX), and Zone C (e.g., Los Angeles CA, Seattle WA, Washington, D.C., Boston MA). At this time, we are not budgeting for hires in higher-cost Zone D markets (e.g., San Francisco Bay Area CA, New York City NY, San Jose CA) for this role. Within this range, individual pay is determined by work location, skills, experience, and internal equity. We use structured pay bands and geographic zones based on cost of labor to keep pay fair and consistent.

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.

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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.