Member Support Specialist

Who we are  

Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care.

We are looking for teammates to join us in building our company, culture, and Member experience who:  

• Put people first, and make decisions with the Member’s best interests in mind 
• Are active learners, constantly looking to improve and grow 
• Are driven by our mission to measurably improve health and care each day 
• Bring the energy needed to transform health and care, and move and adapt rapidly 
• Are laser focused on delivering results for Members, and proactively problem solving to get there 

About this role 

The Member Support Specialist reports to the Sr. Manager of Member Support and is responsible for providing world-class operations support to members 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 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 

What we’re looking for 

• 2+ years experience in customer support, customer operations and/or contact center operations 
• Impeccable customer service skills with a relentless desire to exceed expectations 
• 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 

Nice to have 

• Experience producing or handing Medical Records 
• Experience managing escalation calls 
• Bilingual (English/Spanish) 

As a remote, hourly position, the pay for this role is: 

• $23.08-26.44/hour 

Total Rewards 

Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity.  

Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.  

Our benefits and perks programs include, but are not limited to:  

• Competitive medical, dental, and vision coverage  
• Competitive 401(k) Plan with a generous company match  
• Flexible Time Off/Paid Time Off, 12 paid holidays  
• Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance 
• Mental Health and Wellness benefits  

Location  

You must be authorized to work in the United States. Depending on the position we may have a preference to a specific location, but are generally open to remote work anywhere in the US.  

Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!  

Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.