Member Support Specialist (Remote)

About the role

Transcarent is hiring a Member Support Specialist, reporting to the Sr. Manager of Member Support. The role provides frontline operations support to members, patients and internal teams, contributes to strong support metrics and gives feedback on areas for improvement. It is a full-time work-from-home position, working Tuesday to Saturday, 7:30am to 4:30pm PT.

Key responsibilities

• Deliver high-quality, frontline customer support to agreed service levels.
• Review customer contacts efficiently and turn them into actionable insights that improve processes and remove friction.
• Act as a subject matter expert on Transcarent products, services, policies, processes and workflows.
• Partner with management on support improvements, including process, training and workflow gaps.
• Collaborate on dedicated customer-facing work and special projects assigned by leadership.
• Address member questions quickly and clearly via chat, phone and email to support retention.

Required profile

• 2+ years of experience in customer support, customer app/system tech support, customer operations or contact center operations.
• Impeccable customer service skills and a desire to exceed expectations.
• Experience with member/patient login and profile support, and with member/patient app support.
• MFA/2FA troubleshooting experience.
• Basic computer skills; Mac/iOS preferred.
• Bilingual (English/Spanish) is a plus.

Required skills

• Experience with CRM tools, Zendesk and Salesforce strongly preferred.
• Microsoft Suite, Word and Excel preferred.
• Nice to have: handling app/website login issues, producing or handling medical records, managing escalation calls.

What we offer

• Individual compensation based on location, skills, experience and market demand.
• Medical, dental and vision coverage.
• 401(k) plan with company match.
• Paid time off and 13 paid holidays.
• Life insurance, disability insurance and supplemental insurance.
• Mental health and wellness benefits.
• Eligibility for the corporate bonus program or a sales incentive.