Transcarent Health Guides work to ensure that all of our Members have an excellent experience using our services and products. As a Health Guide, you will walk hand in hand with Transcarent Members through their healthcare journey. By serving as a concierge and a navigator, you will help each individual make the best health and financial decisions for themselves and their family. With your interactions and relationship, you will deeply understand the healthcare needs of the Member, guide them to the best options available and support them throughout their full healthcare experience.

What you'll do

Serve as a trusted advisor to Transcarent Members.
Leverage customer service and motivational interviewing skills to understand needs and wants of the Member and guide them on each step of their journey.
Provide motivation, guidance, support and encouragement to the Member
Assist Members in creating and achieving a healthy vision for a successful health and care journey.
Provide comprehensive support, which may include education, referrals, concierge activities, navigation and guidance.
Understand common clinical conditions sufficiently to offer guidance to appropriate resources but not provide formal medical guidance.
Determine appropriate referrals to other programs/services as needed with or without technology guidance.
Demonstrate an ability to connect with Members across all communication channels (phone, chat, email, messaging) to build a relationship based on trust.
Appropriately adapt communication styles and channels to accommodate the unique physical, psychosocial, cultural, age-specific needs of each Member served.
Demonstrate exceptional levels of customer service.
Other duties as assigned.
Listen and probe to uncover barriers and/or gaps in care
Leverage deep understanding of the Healthcare system and terminology to confidently and independently support members

What we're looking for

Bachelor's degree preferred or equivalent of 5 years' experience in health or healthcare, education, social work or other closely related field preferred.
1+ years of experience required in customer service.
Demonstrated use of AI tools to improve efficiency, automate processes and/or enhance decision making.
Intermediate understanding of the healthcare system, including health insurance.
Experience with benefits navigation in a call center environment.
Passionate about helping make the healthcare system better and easier for everyone.
Organized, with a proven ability to manage multiple tasks and priorities.
Demonstrated ability to solve problems using critical thinking.
Intermediate level of proficiency in PC - based word processing and database documentation (Word, Excel, Internet, Outlook, Zoom).
Excellent verbal and written communication skills in English, Additional languages are welcome.
A designated, distraction-free home office space with access to high-speed internet.

Nice to have

Interested in providing personalized support that recognizes and honors the whole person.
Able to work effectively in a fast paced, team-oriented environment.
Flexible, resilient, open to new ideas, and willing to take on new responsibilities.
Humble, warm, and relationship focused.

As an hourly position, the pay for this role is:

$24.00-$25.00/hour

Location

You must be authorized to work in the United States. Depending on the position we may have a preference to a specific location but are generally open to remote work anywhere in the US.

Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don't hesitate to reach out!

Research shows that candidates from underrepresented backgrounds often don't apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren't looking for someone who checks each box on a page; we're looking for active learners and people who care about disrupting the current health and care with their unique experiences.

Who we are

Transcarent is the One Place for Health and Careᵀᴹ, bringing medical, pharmacy, and point solutions together with the WayFindingᵀᴹ experience, the first and only generative AI-powered health and care platform for health consumers. Our WayFinding experience, paired with transparent and consumer-driven pharmacy care, 2nd.MD expert medical opinions, and virtual primary care, works seamlessly with comprehensive Care Experiences – Cancer Care, Surgery Care, and Weight Health – to support people with all of their health needs, simple or serious. More than 1,700 employers and health plans rely on us to provide information, guidance, and care, empowering health consumers with more choice, an experience they love, access to higher-quality care, and lower costs for 21 million Members. For more information, visit transcarent.com, and follow us on LinkedIn.

At Transcarent, our values guide everything we do:

People First: We prioritize our Members, clients, and each other in every decision
Care: Every decision starts with improving health and care for our Members
Resilience: We push boundaries and take the uncharted path to change an industry
Results: We take ownership, solve with speed, and deliver for our people and each other
Humble and Human: We lead with humility, bring fun to tough moments, and go further together

Total Rewards

Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate's skills, experience, market demands, and internal equity.

Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.

Our benefits and perks programs include, but are not limited to:

Competitive medical, dental, and vision coverage
Competitive 401(k) Plan with a generous company match
Flexible Time Off/Paid Time Off, 13 paid holidays
Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
Mental Health and Wellness benefits

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