[Hiring] Member Support Specialist @Transcarent

Role Description

The Member Support Specialist reports to the Sr. Manager of Member Support and is responsible for providing world-class operations support to members, patients, and internal teams. In this role, you will contribute to excellent support metrics and provide feedback on areas of opportunity for relentless improvement. Your work will be critical to delivering superior customer care to a rapidly growing member base.

This is a full-time work-from-home role. Working days are Tuesday – Saturday, hours are 7:30am – 4:30pm PT.

What you’ll do

• Deliver high-quality, frontline customer support to agreed-upon service levels
• Efficiently review customer contacts and provide actionable insights that drive process improvements to enhance customer experience and eliminate friction-causing roadblocks
• Be a subject matter expert on Transcarent products, services, policies, processes and workflows, both internally and externally
• Partner with management on support improvements, including process, training and workflow gaps
• Collaborate on dedicated customer-facing work, with special projects as assigned by leadership
• Create phenomenal member experiences to ensure retention by quickly and clearly addressing questions via chat, phone and email

Qualifications

• 2+ years experience in customer support, customer app/system tech support, customer operations and/or contact center operations
• Impeccable customer service skills with a relentless desire to exceed expectations
• Member and/or Patient login and profile tech support experience
• Member and/or Patient app support experience
• MFA/2FA troubleshooting experience
• Basic computer skills necessary, Mac/iOS preferred
• Experience with CRM tools, Zendesk & Salesforce strongly preferred
• Experience with Microsoft Suite, Word and Excel preferred
• Exceptional verbal and written communication skills
• Strong attention to detail
• Demonstrated ability to remain calm under pressure
• Comfort giving and receiving direct feedback
• Remote experience preferred

Requirements

• Experience handling app/website login issues
• Experience producing or handling Medical Records
• Experience managing escalation calls
• Bilingual (English/Spanish)

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