Health Guide

Transcarent is a generative AI-powered health and care platform serving Members through navigation, pharmacy care, and care experiences. The Health Guide role provides concierge-style guidance to help Members make informed health and financial decisions across their healthcare journey. The purpose is to deliver exceptional member experiences through support, education, navigation, and appropriate referrals.

• Serve as a trusted advisor and concierge/navigator for Transcarent Members throughout their healthcare journey.
• Use customer service and motivational interviewing to understand Member needs, goals, and barriers to care.
• Provide motivation, guidance, support, and encouragement to help Members create and achieve a healthy vision and care plan.
• Deliver comprehensive support including education, referrals, concierge activities, navigation, and ongoing guidance.
• Understand common clinical conditions well enough to guide Members to appropriate resources (without providing formal medical guidance).
• Determine appropriate referrals to other programs/services, with or without technology guidance.
• Communicate effectively across phone, chat, email, and messaging to build trust-based relationships.
• Adapt communication style and channel to meet unique physical, psychosocial, cultural, and age-specific needs.
• Listen and probe to uncover gaps in care and barriers preventing progress.
• Leverage knowledge of healthcare system processes and terminology to independently support Members.
• Perform additional duties as assigned.

• Bachelor’s degree preferred, or equivalent of 5 years’ experience in health/healthcare, education, social work, or a closely related field.
• 1+ years of customer service experience (required).
• Demonstrated use of AI tools to improve efficiency, automate processes, and/or enhance decision-making.
• Intermediate understanding of the healthcare system, including health insurance.
• Experience with benefits navigation in a call center environment.
• Strong organization skills with ability to manage multiple tasks and priorities.
• Problem-solving skills using critical thinking.
• Intermediate PC proficiency for documentation and productivity tools (Word, Excel, Internet, Outlook, Zoom).
• Excellent written and verbal communication in English; additional languages welcomed.
• Distraction-free home office with high-speed internet.
• Nice to have: whole-person support mindset, ability to work in a fast-paced team environment, flexibility/resilience, humble and relationship-focused approach.

• Hourly role: $24.00–$25.00 per hour.
• Remote work generally available anywhere in the United States; must be authorized to work in the US.
• Benefits and perks (for regular employees) include medical/dental/vision, 401(k) with company match, flexible time off/PTO, 13 paid holidays, life and disability insurance and supplemental coverage, and mental health/wellness benefits.
• Eligible employees may also receive corporate bonus/sales incentive and stock options as part of total rewards.