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United States
Included Health Hiring for Dedicated Care Coordinator – LGBTQ+ Health at Remote Full Time
The Program:
Included Health offers a transformative care and case management model with our Dedicated Team model. Our program addresses the ongoing clinical needs of members with a robust, physician-led, multidisciplinary Included Health care team that supports a range of administrative and clinical needs. This high-touch, clinical care coordination and support service is offered to a specific population, from low/rising risk to high complexities and members with acute episodic needs.
Who You Are:
You are passionate about advocating for the LGBTQ+ community. You understand the pain, frustration, and/or uncertainty associated with navigating the healthcare system as and have experience solving problems for, and advocating on behalf of, members of the LGBTQ+ community. You are a self-starter who likes to take ownership of your work and you proactively go the extra mile for others. You like a challenge and are eager to collaborate with your fellow team members to research and find solutions. You are comfortable with both written and verbal communication to many groups of people, including members, resource groups, and doctors’ offices, as well as the Included Health clinical and support teams.
What You’ll Do:
- Have full ownership of Included Health’s member requests for members to support them through their entire healthcare journey. This will include helping members to find LGBTQ+ friendly providers, answer health plan benefits questions, and connect to relevant resources, connecting them to Included Health’s clinical services and any other service within the Included Health portfolio.
- Proactively and creatively solve complex member issues, both independently and with other members of the Included Health care team, to reach the best possible outcome for members
- Act as an advocate for members with vendors, health plans, and other organizations
- Communicate with your members in a timely manner and follow up on their requests diligently
- Communicate via message and on the phone with members, provider’s offices, health plans, and other organizations
- Coordinate care through team huddles as part of an interdisciplinary team to advocate on behalf of patients, care team, family/caregiver(s), payers, and community resources using care plan development and adherence
- Attend ongoing training and courses to keep skills current with new developments in healthcare
- Comply with organizational guidelines and health care laws and regulations
- Enhance clinical outcomes for members by promoting timely access to appropriate care, increase utilization of preventative care and reducing emergency room utilization and hospital readmissions.
- Learn and become proficient in all of Included Health’s operational tools including member CRM (the Hub), workflow management tools, telephony systems, and GSuite
Who We Are Looking For:
- Demonstrated advocacy and customer service qualities
- Track record in handling inbound and outbound calls, and data entry, or equivalent experience
- Excellent interpersonal and organizational skills, with an attention to detail
- Ability to work interdependently with resourcefulness when faced with challenges and opportunities to collaborate
- Strong written and verbal communication skills
- Ability to independently manage one’s own workload while maintaining quality targets, department metrics, and exceeding member expectations
- Comfortable in an ever changing environment and flexible and adaptable to new systems and tools.
- Able to brainstorm and think critically
- Familiarity with the US healthcare system, navigating health insurance and the patient experience
- Basic proficiency with Google sheets and internet research
- Effective time management, demonstrating high organization and attention to detail with tasks and deadlines
- A sense of humor. We work hard. So we like to laugh a lot, too
- Ability to work from a home office if needed
- Maintenance of member confidentiality at all times, following HIPAA guidelines and regulations
- Proactive in continuing to evolve skills around providing quality care and improving professional skills
This role is fully remote. Due to HIPAA requirements, candidates must live and work in the United States.
Available schedules are as follows:
- Monday-Friday, 8a-5p EST // 5a-2p PST
- Monday-Friday, 11a-8p EST // 8a-5p PST
During the training period, hours will be Monday-Friday, 10a-7p EST // 7a-4p PST
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 in accordance with the San Francisco Fair Chance Ordinance.
