Virtual Care Advocate, Tier 1

Included Health

. Serve as a first-contact support advocate for members across Virtual Care and Core interactions.

Posted 11/9/2026contractRemote • United StatesJuniorMid-Level💰 $21 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service and member support skills, with a focus on effective communication, problem-solving, and attention to detail. Proficient in using technology and established workflows to enhance the member experience while adhering to HIPAA guidelines.

Highest-signal resume keywords

Customer Service ExperienceVerbal And Written Communication SkillsProblem-Solving SkillsAttention To DetailFamiliarity With CXone

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Relationship Management SoftwareVirtual Care SchedulingCase CreationEligibility TroubleshootingImaging/Referral SupportDocumentation AccuracyWorkflow Guidance ApplicationTechnical Support Case ManagementGoogle Apps ProficiencyVoIP Phone Systems

Soft Skills

EmpathyDe-Escalation SkillsListening SkillsCompassionate Member ExperienceAbility To Manage Multiple Workflows

Tools & Technologies

Care AppAthenaHubCXoneWeb-Based SystemsSmartphones/Apps

Industry Keywords

Healthcare OperationsMember AdvocacyContact Center EnvironmentHIPAA ComplianceVirtual Care

Tech Stack

Tools & technologies

VoIP

About the role

Key responsibilities & impact

Serve as a first-contact support advocate for members across Virtual Care and Core interactions.
Handle inbound calls, messaging, and standard support needs with accuracy, empathy, and urgency.
Resolve routine virtual-care member issues end to end whenever they fall within Tier 1 General scope.
Gather complete and relevant details to understand members’ needs before determining next steps.
Document interactions clearly, accurately, and completely in required systems.
Use established SOPs, knowledge resources, workflow guidance, and approved job aids to support issue resolution.
Use Care App, Athena, Hub, CXone, and other approved tools to complete trained workflows accurately.
Create or update cases for Technical Support, Quality, Virtual Care Support, imaging/referral, and medical-records-related workflows when required.
Capture clear case descriptions, troubleshooting steps, and correct case fields when escalation is needed.
Reinforce a seamless member experience during handoffs by setting expectations clearly and minimizing friction.
Flag recurring issues, workflow gaps, or member pain points to supervisors.
Recommend improvements to the member experience based on recurring support patterns.
Maintain member confidentiality and follow HIPAA guidelines and regulations.
Maintain quality, productivity, attendance, and schedule adherence expectations.
Participate in onboarding, training, calibration, and ongoing skill development.
Report to the Supervisor, Virtual Care Advocacy Operations.

Requirements

What you’ll need

2+ years of experience in customer service, member support, advocacy, healthcare operations, or contact center environments, including handling customer or member inquiries via voice and/or chat.
Strong verbal and written communication skills, including accurate spelling and grammar.
Strong de-escalation, listening, and problem-solving skills.
Ability to manage multiple workflows and systems while maintaining accuracy.
Strong attention to detail in documentation and follow-through.
Ability to follow defined workflows while applying sound judgment.
Comfort working in a fast-paced service environment with performance expectations.
Ability to deliver a compassionate, professional, and member-first experience.
Proficiency with technology, including web-based systems, smartphones/apps, Google apps, and customer relationship management software.
Familiarity with VoIP phone systems such as CXone and comfort communicating on the phone for the majority of the workday.
Ability to learn and apply workflow-specific guidance for virtual care scheduling, eligibility troubleshooting, case creation, provider document handling, Rx/lab status, and imaging/referral support.
Prompt and regular attendance at assigned work location.
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 may be required.