[Remote] Health Guide

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