About the Role
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. We are looking for individuals who go above and beyond to identify the highest quality providers for our members.
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
- 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
- Manage all tasks associated with Concierge Referrals, including understanding member preferences and presenting high-quality providers
- Work with a scheduling team to coordinate appointments and ensure member support throughout their healthcare journey
- Balance velocity and quality performance targets while maintaining high member satisfaction
- Gather accurate data from provider offices, such as new patient availability, insurance contracts, and conditions treated
- Collaborate with Records, Clinical, Quality, and Training teams to support administrative and patient care requirements
- Identify opportunities for continuous improvement regarding customer experience and operational efficiency
Qualifications
- Strong verbal communication skills for explaining services and verifying provider availability
- Proficient written communication skills for concise team messaging
- High attention to detail with accurate data collection and entry skills
- Adaptability to process changes within a fast-paced, ambiguous environment
- Ability to perform effective internet research and troubleshoot basic technical issues
- Proficiency with common office software, including Google Apps and CRM systems