About the Role
Title: Member Support Specialist
Location: Remote
Job Description:
Who we are
Transcarent is the One Place for Health and Care. We cut through complexity, making it easy for people to access high-quality, affordable health and care. We create a personalized experience tailored for each Member, including an on-demand care team, and a connected ecosystem of high-quality, in-person care and virtual point solutions. Transcarent eliminates the guesswork and empowers Members to make better decisions about their health and care.
Transcarent is aligned with those who pay for healthcare and takes accountability for results – offering at-risk pricing models and transparent impact reporting to ensure incentives support a 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. In May 2024, we closed our Series D with $126 million, propelling our total funding to $450 million and fueling accelerated AI capabilities and strategic growth opportunities.
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 & Salesforce 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)