Bilingual Health Guide

Who we are 

Healthcare is more confusing, more costly, and more complex than ever. Transcarent is a health and care experience company on a mission to empower Members to stay healthy by providing them with unbiased information, trusted guidance, and easy access to high value care where and when they need it.  You will be part of a world-class team, supported by top tier investors like 7wireVentures and General Catalyst, and founded by a mission-driven team committed to transforming the health and care experience for all. We closed on our Series C funding in January 2022, raising our total funding to $298 million and enabling us to respond to the demand for rapid expansion of our offering. 

Transcarent is committed to growing and empowering a diverse and inclusive community within our company. We believe that a team with diverse lived experiences, working together will strengthen our organization, and our ability to deliver "not just better but different" experiences for our members. 

What we look for in our teammates 

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 

In this role you will... 

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. Over the course of your interactions and relationship, you will deeply understand the healthcare needs of the Member, guide them to the best options available to them and support them throughout their full healthcare experience. 

Who You Are 

• Passionate about helping make the healthcare system better and easier for everyone
• Interested in providing personalized support that recognizes and honors the whole person
• Organized, with a proven ability to manage through multiple tasks and priorities
• Able to work effective in a fast paced, team-oriented environment
• Flexible, resilient, open to new ideas, and willing to take on new responsibilities
• Hmble, warm, and relationship-focused 

What you'll do   

• Serve as a trusted advisor to Transcarent Members 
• Provide comprehensive support, which may include education, referrals, concierge activities, and guidance 
• Facilitates patients successfully through the surgery process, exceeding expectations while meeting the program metrics  
• Coordinate the scheduling and approval process from a qualified request for surgery to patient placement 
• 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) in order 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 service 
• Leverage coaching skills to understand needs and wants of the Member and guide them on each step of their journey
• Assist Members in creating and achieving a healthy vision for a successful health and care journey

What we're looking for   

• 2 to 4 years’ customer relationship and phone center experience 
• Prior healthcare industry experience with a working knowledge of medical terminology and health benefits or claims process 
• Basic understanding of the healthcare system 
• Strong administrative/technical skills; Comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), CRM tools (Salesforce), IM/video conferencing (Slack/Zoom), and telephones efficiently 
• Ability to read/write/speak in English, Additional languages are welcome
• A designated, distraction-free home office space with ability to hard wire connect to high-speed internet (no Wi-Fi) 
• Available to wor