Ops/Member Care – Member Care /Full-Time /Remote
Included Health offers a transformative approach to ensure superior care for our members through a dedicated team model. Our program addresses the ongoing needs of members by providing a robust, clinician-led, multidisciplinary team to support both administrative and clinical requirements. This high-valued care coordination and support service is available to all members who have enrolled in All Included Care (AIC), Virtual Primary Care (VPC), and the Connected Care Program (CCP). Our aim is to anticipate and identify the ongoing needs of our members as they engage in these programs, ensuring a seamless and member-centric experience
We are seeking an individual who values providing world-class service to every member and is committed to ensuring its delivery. As a Connected Care Assistant, you will work with the clinical team to help members manage their complex or chronic health conditions. Your responsibilities will include coordinating patient-care services, providing support, and delivering additional services as identified by the clinical team. The ideal candidate should possess a compassionate nature, possess relevant healthcare knowledge, and exhibit exceptional customer service skills. CCAs are prohibited from providing clinical advice, diagnosis, conducting evaluations, and interpreting clinical information to members.
Responsibilities:
- Focusing on member engagement, complete scheduled shifts for:
- Member calls, chats, and internal referrals into CCP
- Targeted outreach shifts to engage at-risk members into CCP
- Use autodialer tooling for targeted outreach to the eligible population
- Manage and triage related care plan task queues
- Coordinate care for members and their families/caregivers, as identified by the clinical team*
- Recommend benefits available to members through their employers (benefits navigation)Initiate related cases (e.g., Provider Match, Concierge Referrals, Expert Medical Opinion, Claims), as identified by the clinical team
- Complete administrative tasks such as:
- Compose letters and mailings to members and providers
- Obtain medical releases and records
- Triage callback tickets, referrals, and escalations
- Monitor email referrals and communications
- Monitor and manage portals, such as Ovia and ACM insurance feeds
- Attend huddles when requested
- Attend ongoing training and courses to stay current with new developments in healthcare
- Comply with organizational guidelines and healthcare laws and regulations
- Other duties, as assigned
Requirements:
- Prior experience in case management or healthcare setting is preferred.
- Proficiency in motivational interviewing techniques.
- Ability to multitask and remain flexible in a constantly changing environment.
- Strong telephone skills, including the ability to navigate conversations effectively and anticipate needs over the phone.
- Demonstrates professional and effective communication skills, both verbal and written.
- Effective time management and can work autonomously.
- Highly organized with the ability to manage tasks and meet deadlines.
- Proficient in computer technology with the ability to quickly learn new computer platforms.
- Experience with health IT systems and reports is desirable.
- Knowledge and connections to community healthcare and social welfare resources is preferred.
- Demonstrates a positive and respectful attitude towards peers, team members, and patients.
- Acknowledges patient rights on confidentiality issues, maintains patient confidentiality at all times, and follows HIPAA guidelines and regulations.
- Commitment to schedule: 11-8 EST or 8-5 PST (Monday-Friday)
$19.73 - $30 an hour
The United States new hire base salary target ranges for this full-time position are:
$19.7308 - $30 + equity + benefits
Starting base salary for the successful candidate will depend on several job-related factors, unique to each candidate, which may include, but not limited to, education; training; skill set; years and depth of experience; certifications and licensure; business needs; internal peer equity; organizational considerations; and alignment with geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and competitive compensation based on their roles and locations. Your Recruiter can share details of your geographic alignment upon inquiry.
In addition to receiving a competitive pay, the compensation package may include, depending on the role, the following:
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
Up to $25,000 Fertility and Family Building Benefit 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 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.
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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.
