Bilingual Health Guide

ranscarent 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
• Humble, 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 
• Available to work the following schedule: Sunday – Thursday (Fri/Sat off). Hours: Sun: 8am – 4:30pm PST, Mon-Thurs: 10:30am – 7pm PST
• Ability to read/write/speak in English and Spanish
• 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 
• A designated, distraction-free home office space with ability to hard wire connect to high-speed internet (no Wi-Fi)