Referral Support Advocate

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: 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.