Referral Support Advocate

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 – 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.