About the job

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

What We’re Looking For

• 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

Nice to have

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

Who We Are

Transcarent is the One Place for Health and Careᵀᴹ, bringing medical, pharmacy, and point solutions together with the WayFindingᵀᴹ experience, the first and only generative AI-powered health and care platform for health consumers.

Our WayFinding experience, paired with transparent and consumer-driven pharmacy care, 2nd.MD expert medical opinions, and virtual primary care, works seamlessly with comprehensive Care Experiences – Cancer Care, Surgery Care, and Weight Health – to support people with all of their health needs, simple or serious. More than 1,700 employers and health plans rely on us to provide information, guidance, and care, empowering health consumers with more choice, an experience they love, access to higher-quality care, and lower costs for 21 million Members. For more information, visit transcarent.com , and follow us on LinkedIn .

At Transcarent, Our Values Guide Everything We Do

• People First: We prioritize our Members, clients, and each other in every decision
• Care: Every decision starts with improving health and care for our Members
• Resilience: We push boundaries and take the uncharted path to change an industry
• Results: We take ownership, solve with speed, and deliver for our people and each other
• Humble and Human: We lead with humility, bring fun to tough moments, and go further together

Total Rewards

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, 13 paid holidays
• Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
• Mental Health and Wellness benefits

• Deliver high-quality, frontline customer support to agreed-upon service levels.
• Review customer contacts and provide actionable insights that drive process improvements, 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 and special projects as assigned by leadership.
• Address questions via chat, phone and email quickly and clearly to create positive member experiences and ensure retention.

• Customer service and frontline support
• Member and patient login and profile technical support
• Member and patient app support
• MFA/2FA troubleshooting
• Basic computer skills; Mac/iOS preferred
• CRM tools; Zendesk and Salesforce strongly preferred
• Microsoft Suite, Word and Excel preferred
• Exceptional verbal and written communication
• Attention to detail
• Ability to remain calm under pressure
• Giving and receiving direct feedback
• App and website login issue support
• Medical records handling
• Escalation call management
• Bilingual English/Spanish preferred

• 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.
• Remote experience preferred.