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

• 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.
• Available to work 6a-2:30p MST (7a-3:30p CST, 8a-4:30p EST). 
• 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:

• $28.00-$32.00/hour

Drug Testing Policy

This position is subject to mandatory pre-employment drug testing and may also be subject to periodic or random drug testing as a condition of continued employment. Candidates must pass all required drug tests to be eligible for hire. Reasonable accommodations may be available to individuals as required by law.