Job Description
Note: The job is a remote job and is open to candidates in USA. Transcarent is a healthcare company dedicated to improving the health and care experience for its members. As a Health Guide, you will serve as a trusted advisor, helping members navigate their healthcare journey and make informed decisions about their health and financial needs.
Responsibilities
- 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
Skills
- 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
- Bachelor's degree preferred or equivalent of 5 years' experience in health or healthcare, education, social work or other closely related field preferred
- 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
Benefits
- 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
Company Overview
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