Bilingual Care Coordinator (Spanish) at Included Health (Reno, NV)

| Reno, NV
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We’re looking for someone who believes that each and every member deserves world-class service and goes above and beyond to make sure that service is delivered. Our Care Coordinators have a demanding job, helping individuals navigate their healthcare, but the demands are worth the rewards. This is one of those rare opportunities where your work will help save lives, and truly enrich others. Care Coordinators are our most visible representatives of our mission to raise the standard of healthcare for everyone, everywhere. If you're a highly empathetic, driven individual with a strong interest in making a real difference to people, we want to hear from you. Our Care Coordinators are on the front lines of our patient care, and we need your detail oriented self to come and join the mission!

In Your First 30 Days:

  • Onboard with Included Health team and engage in internal learning
  • Demonstrate knowledge of proprietary software and other required technology
  • Learn to articulate the Included Health Mission and fully understand all of our services
  • Immediately make an impact on our members by fielding phone calls and guiding them through starting a service
  • Ask questions and raise your hand when you need help. Lost time can directly impact lives
  • Get to know your team members - catch up over lunch, shadow, go to trivia…!

In Your First 60 Days:

  • Be readily available on the phone to answer healthcare benefits questions, start services on behalf of members, and assist them with navigating the healthcare system.
  • Understand department specific metrics and set individual goals to meet metrics. Key metrics include availability, quality, and documentation.
  • Research internal resources and external customer benefits to determine the best action to take for the member, and ensure the most accurate information is relayed
  • Help members understand the benefits available to them and how to access them to best meet their healthcare needs
  • Demonstrate proficiency in navigating insurance plan details and customer information provided by Included Health
  • Delight our customers. You’ll pull out all the stops to deliver a memorable experience (in an “I can’t wait to tell my friends about this fabulous service” way)
  • Set personal short term and long term growth goals (>1 year and 2-3 years)

In Your First 90 Days:

  • Be a vocal and active contributor during team meetings; we want to hear your perspective!
  • Navigate the challenging and complex health care landscape, and pivot quickly with change
  • Demonstrate an ability to skillfully and effectively collaborate with colleagues throughout the organization
  • Handle a fast-paced environment with competing priorities. Use good judgement to appropriately prioritize your responsibilities and member needs
  • Focus and participate in continuous improvement, constantly questioning how and why we do things and suggest alternatives that improve the member experience
  • Fully understand department metrics and consistently meet expectations with little guidance

Qualifications:

  • Exceptional business writing skills in English and Spanish, including accurate spelling and grammar. Not only will you talk to people on the phone, you’ll communicate with patients and doctors in writing as well
  • Excellent verbal skills in English and Spanish are essential as you’ll need to explain our services with confidence, speak clearly, confidently, and have a friendly phone demeanor
  • Demonstrated attention to detail
  • Proficiency with technology; experience with google apps, apple products, and customer relationship management software a plus
  • Ability to independently manage one’s own workload while maintaining quality targets, department metrics, and exceeding member expectations
  • Demonstrated ability to think critically and problem solve complex situations
  • Be empathetic. You’ll work with members and their families who are going through challenging times. Ability to keep perspective, be empathetic, be efficient and reassure them that you can help is critical to the role
  • A sense of humor. We work hard. So we like to laugh a lot too
  • Ability to work from a home office if needed
  • Bachelor’s degree or 5 years relevant experience in healthcare or benefits/insurance organization is highly preferred.

Schedule options listed in Pacific Standard Time:

9:00am-6:00pm (PST) T, W, Th, F, Sa
9:00am-6:00pm (PST) M, T, W, Th, F

Training is 2 weeks Monday-Friday 8:00am-5pm

This role is currently virtual/remote. We are only considering candidates within 2 hours of the following cities:

- Lewiston, ME
- Minneapolis, MN
- Orlando, FL
- Reno, NV
- San Antonio, TX

#LI-Remote #LI-SanAntonio #LI-Orlando #LI-Reno #LI-Minneapolis

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.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SwiftLanguages
    • GoLanguages
    • SparkLanguages
    • typescriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases

An Insider's view of Included Health

What's something quirky about your company?

At 3pm everyday, folks from IT and engineering do planks and increase the time by a couple seconds every day. I'm waiting for them to restart the clock before I join in again, but it's a nice ritual. We are a healthcare company, after all!

Megan

Engineering Manager

What's the biggest problem your team is solving?

To meet the emerging needs presented by COVID-19, we are expanding our capabilities and offering new product packages, building on our core clinical and technological strengths. When the Included Health team is passionate about a problem, we can deliver life changing products and services to our Members with agile speed

Kelsey

Chief of Staff

What does career growth look like on your team?

We're principled in our approach. Here at Included Health I spend a lot of time understanding where an engineer is going, and then working with them to build out a custom plan to get there. Career growth at Included Health is much more personalized vs. following a standard career ladder description.

Nick

Senior Manager, Data Engineering

What is your vision for the company?

Our vision is to personalize healthcare by leveraging technology and combining with the right human connection to navigate everyone, everywhere to the best medical outcomes. Think Jarvis (from Iron Man) as your personal healthcare assistant!

Anant Gupta

Sr. Director, Engineering

What makes someone successful on your team?

Each team member sets the culture of rooting for the team, practicing open communication, and driving healthy debate. They value the importance of their efforts towards making a meaningful difference to the lives of our members which helps them stay engaged and motivated every single day.

Vinay

Senior Software Engineer

What are Included Health Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
We are committed to hosting an annual unconscious training annually for all employees.
Diversity Employee Resource Groups
We celebrate and support our active ERGs including Mosaic (People of Color), E-Quality (LGBTQA), [email protected], Women In Tech, [email protected], Asian Culture Circle, Wellness and GR Gives Back (Philanthropy).
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
We pay 100% of the healthcare contributions for our full-time employees and have extensive additional health-related benefits from our own product line including expert 2nd opinions, telemedicine, etc
Life Insurance
Wellness Programs
These range from our mindfulness and step challenges to yoga and EAP (free counseling through the Employee Assistance Program). And extra days off during COVID to "rest, recharge, reflect, reset."
Team workouts
Are you ready for your daily 3 pm Team Planking competition? An after-work run or join a relay team to compete in a race!? Our team looks for inspiration from one another to keep moving.
Mental Health Benefits
Our EAP (Employee Assistance Program) includes a few free annual counseling/therapy sessions a year.
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
All salaried employees have a flexible, non-accrued vacation policy to use with manager approval . During COVID, we also added an additional day off every 3 weeks for all full-time employees to rest.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

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