Job Description
Title: Bilingual Intake Coordinator
Location: US – Remote
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 amission-driven teamcommitted 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
What you’ll do
- Accountable for engaging, educating, and qualifying new and existing members on our Surgery Care program offering and ensuring all benefits are clearly articulated and understood.
- Depending on the client, offer additional services and then route the call to the pod member who can best assist the member in next steps.
- Provide exceptional customer service through inbound/outbound calls in our fast-paced, contact center environment.
- Offer member guidance, including verification of benefits.
- Ask probing questions to recognize additional patient needs.
- Partner with internal clinical professionals in providing member guidance.
- Work with highly sensitive information while maintaining Personal Protected Information (PPI) requirements.
- Adjust shift/scheduling based on the needs of the organization (including occasional paid overtime, shift differential, and working holiday).
- May or will work evening/overnight shifts on a rotating schedule.
What you’ll bring
- 1 year of experience in a customer service and/or sales call center role
- Verifiable strong ability to influence
- Ability to work effectively in a team environment
- Strong critical thinking and problem-solving skills
- Ability to effectively organize work activities to meet deadlines
- Bilingual (Spanish & English) preferred
- A delight the customer attitude
- 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.
- Strong customer service skills with a caring personality, willing to put in extra effort to ensure our members are taken care of during potentially difficult times.
- Excellent communication skills (spoken and written); comfortable talking on the phone for extended periods of time and replying to emails in a timely manner.
- Trustworthy and accountable behavior, capable of viewing and maintaining confidential personal information daily.
- A designated, distraction-free home office space with ability to hard wire connect to high-speed internet (no Wi-Fi)
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.