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 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.
What we're looking for
- Preferably located in or near Chicago, IL and willing to work a hybrid schedule, in-office 3 days per week. Tuesday and Wednesday are required in-office, along with a third floating day of choice.
- Bachelor's degree or equivalent experience in health or healthcare, education, social work or other closely related field preferred.
- 2+ years of experience required in customer service or patient-facing roles in the healthcare industry.
- 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 onsite, hourly position, the pay for this role is:
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.