Transcarent

USA

Posted on: 08 March 2024

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Member Support Specialist

Who we are

Transcarent is the One Place for health and care. We cut through the complexity, making it easy for people to access high-quality, affordable care. With a personalized app tailored for each Member, an on-demand care team, and a connected ecosystem of high-quality, in-person care and virtual point solutions, Transcarent eliminates the guesswork to confidently guide Members to the right level of care. We take accountability for results – offering at-risk pricing models and transparent impact reporting to align incentives towards measurably better experience, better health, and lower costs. At Transcarent, you will be part of a world-class team, supported by top tier investors like 7wireVentures and General Catalyst, and founded by a mission-driven team committed to transforming the health and care experience for all. We closed on our Series C funding in January 2022, raising our total funding to $298 million and enabling us to respond to the demand for our offering.

Transcarent is committed to growing and empowering a diverse and inclusive community within our company. We believe that a team with diverse lived experiences, working together will strengthen our organization, and our ability to deliver "not just better but different" experiences for our members.

We are looking for teammates to join us in building our company, culture, and Member experience who:

Put people first, and make decisions with the Member’s best interests in mind
Are active learners, constantly looking to improve and grow
Are driven by our mission to measurably improve health and care each day
Bring the energy needed to transform health and care, and move and adapt rapidly
Are laser focused on delivering results for Members, and proactively problem solving to get there

About this role

The Member Support Specialist reports to the Sr. Manager of Member Support and is responsible for providing world-class operations support to members and internal teams. In this role, you will contribute to excellent support metrics and provide feedback on areas of opportunity for relentless improvement. Your work will be critical to delivering superior customer care to a rapidly growing member base.

*This is a full-time work-from-home role. Working hours are 7:30am – 4:30pm PT

What you’ll do

Deliver high-quality, frontline customer support to agreed-upon service levels
Efficiently review customer contacts and provide actionable insights that drive process improvements to enhance customer experience and eliminate friction-causing roadblocks
Be a subject matter expert on Transcarent products, services, policies, processes and workflows, both internally and externally
Partner with management on support improvements, including process, training and workflow gaps
Collaborate on dedicated customer-facing work, with special projects as assigned by leadership
Create phenomenal member experiences to ensure retention by quickly and clearly addressing questions via chat, phone and email

What we’re looking for

2+ years experience in customer support, customer operations and/or contact center operations
Impeccable customer service skills with a relentless desire to exceed expectations
Basic computer skills necessary, Mac/iOS preferred
Experience with CRM tools, Zendesk strongly preferred
Experience with Microsoft Suite, Word and Excel preferred
Exceptional verbal and written communication skills
Strong attention to detail
Demonstrated ability to remain calm under pressure
Comfort giving and receiving direct feedback
Remote experience preferred

Nice to have

Experience producing or handing Medical Records
Experience managing escalation calls
Bilingual (English/Spanish)

As a remote, hourly position, the pay for this role is:

$26.00-$30.00/hour

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, 12 paid holidays
Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
Mental Health and Wellness benefits

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.