Health Guide at Transcarent in Remote

Summary: 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 Required Qualifications: - 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 Preferred Qualifications: - 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 Required Skills: Customer service experience, Healthcare system knowledge, AI tools proficiency Important Skills: Benefits navigation experience, PC proficiency Nice-to-Have Skills: Motivational interviewing 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