Customer Service Representative  Location: Sarasota, FL and Work From Home Employment Type: “Full-time” Supporting: Customer Care About Us  We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else. As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do. Here's What the Job Really Looks Like You're a natural problem-solver who's good with people. You know how to listen to what someone's really asking for (not just what they're saying), and you can explain solutions in a way that makes sense. You stay calm under pressure, you're detail-oriented enough to keep information accurate, and you genuinely care about leaving customers better off than when they reached out. If that sounds like you, this role is a great fit. How You'll Make an Impact - Guide customers through questions, concerns, or challenges they encounter while using the product or service  - Listen actively to understand the root of the issue and provide clear, effective solutions  - Record detailed call information for auditing, reporting, and follow-up purposes  - Maintain and update customer records to ensure accurate and current information  - Identify opportunities to introduce customers to new or enhanced services that meet their needs  - Provide recommendations and guidance in a way that adds value and enhances the overall customer experience

Transcarent 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. With your interactions and relationship, you will deeply understand the healthcare needs of the Member, guide them to the best options available and support them throughout their full healthcare experience. What you’ll do - Serve as a trusted advisor to Transcarent Members. - Leverage customer service and motivational interviewing skills to understand needs and wants of the Member and guide them on each step of their journey. - Provide motivation, guidance, support and encouragement to the Member - Assist Members in creating and achieving a healthy vision for a successful health and care journey. - Provide comprehensive support, which may include education, referrals, concierge activities, navigation and guidance. - 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) 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 customer service. - Other duties as assigned. - Listen and probe to uncover barriers and/or gaps in care - Leverage deep understanding of the Healthcare system and terminology to confidently and independently support members What we’re looking for - Bachelor's degree preferred or equivalent of 5 years' experience in health or healthcare, education, social work or other closely related field preferred. - 1+ years of experience required in customer service. - 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. - Passionate about helping make the healthcare system better and easier for everyone. - Organized, with a proven ability to manage multiple tasks and priorities. - Demonstrated ability to solve problems using critical thinking. - Intermediate level of proficiency in PC - based word processing and database documentation (Word, Excel, Internet, Outlook, Zoom). - Excellent verbal and written communication skills in English, Additional languages are welcome. - A designated, distraction-free home office space with access to high-speed internet. Nice to have - Interested in providing personalized support that recognizes and honors the whole person. - Able to work effectively 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. As an hourly position, the pay for this role is: - $24.00-$25.00/hour 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. Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out! Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences. 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 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, 13 paid holidays - Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance - Mental Health and Wellness benefits Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out! Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.

Our Mission Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable. Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down. We’re 18 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on. Your Impact on our mission: As a Specialist, Customer Experience at Zocdoc, you will embody our core values in all interactions, working diligently to deliver exceptional customer service to our provider accounts. You’ll be evaluated on your ability to upsell features and offer tailored solutions to our customers. You will play a vital role in fostering authentic connections, inspiring engagement, and ensuring that healthcare providers can easily access the benefits of Zocdoc's platform through calls, emails, and chat. You’ll enjoy this role if you are… - Super-positive and empathetic: you see the best in people and know how to bring it out - A team player, who enjoys working in a highly collaborative (and extremely fun!) team environment - Passionate about bringing solutions to providers - Excited to learn new techniques and systems Your day to day is… - Providing best-in-class customer service experiences to our healthcare provider partners through calls, emails, and chat, proactively upsell features, and make it easy for customers to utilize Zocdoc's services effectively - Seeking opportunities to make using Zocdoc easy for our providers through multiple channels, streamlining their interactions and improving their overall experience - Acting as the voice of Zocdoc, treating each interaction as a chance to create lasting positive impressions, offer proactive solutions, and humanize the connection between our product and our users. Resolving issues promptly and effectively - Developing a deep understanding of Zocdoc's platform and services, inspiring engagement by demonstrating the value we bring to our users through multiple support channels - Maintaining accurate records of all interactions, ensuring that our commitment to making healthcare easy is consistently upheld, regardless of the communication method You’d be successful in this role if you have…. - Excellent communication and interpersonal skills, both in verbal and written form - Customer service experience, preferably in a healthcare or technology-related field - Strong problem-solving abilities and adaptability in a fast-paced environment - Exceptional organizational skills and attention to detail - Dedication to delivering best-in-class customer service and promoting Zocdoc's mission Benefits: - Flexible work environment - Competitive PTO - 100% paid employee health benefit options (including medical, dental, and vision) - 401(k) with employer funded match - Corporate wellness program with Wellhub - Sabbatical leave (for employees with 5+ years of service) - Competitive paid parental leave and fertility/family planning reimbursement - Cell phone reimbursement - Employee Resource Groups and ZocClubs to promote shared community and belonging - Great Place to Work Certified Zocdoc is committed to fair and equitable compensation practices. Salary ranges are determined through alignment with market data. Base salary offered is determined by a number of factors including the candidate’s experience, qualifications, and skills. Certain positions are also eligible for variable pay and/or equity; your recruiter will discuss the full compensation package details. Remote Hourly Pay Range $21—$26 USD About us Zocdoc is the country’s leading digital health marketplace that helps patients easily find and book the care they need. Each month, millions of patients use our free service to find nearby, in-network providers, compare choices based on verified patient reviews, and instantly book in-person or video visits online. Providers participate in Zocdoc’s Marketplace to reach new patients to grow their practice, fill their last-minute openings, and deliver a better healthcare experience. Founded in 2007 with a mission to give power to the patient, our work each day in pursuit of that mission is guided by our six core values. Zocdoc is a private company backed by some of the world’s leading investors, and we believe we’re still only scratching the surface of what we plan to accomplish. Zocdoc is a mission-driven organization dedicated to building teams as diverse as the patients and providers we aim to serve. In the spirit of one of our core values - Together, Not Alone, we are a company that prides itself on being highly collaborative, and we believe that diverse perspectives, experiences and contributors make our community and our platform better. We’re an equal opportunity employer committed to providing employees with a work environment free of discrimination and harassment. Applicants are considered for employment regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity, gender expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or any other class protected by applicable laws. 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Welcome to Pine Park Health! About Us Pine Park Health is a value-based primary care practice that is redesigning how residents of senior living communities get or stay healthy and lead a life they love. We’re on a mission to dramatically improve healthcare for seniors by building a new model of care that’s designed around everyone involved — patients, families, community staff members, providers, and payers. We’ve started by providing regular prevention and screening, care for chronic conditions, lab work, and diagnostic testing to patients in their apartments. We visit each community frequently to see patients and collaborate on patient health needs with staff. We also make it easier for patients to get care urgently with same-day or next-day care, helping them avoid unnecessary trips to the ER or hospital. Over 185 communities across Arizona, California, and Nevada work with Pine Park Health today and we’re growing quickly to expand our reach and impact. Investors include First Round Capital, Google’s AI fund, Canvas Ventures, Foundation Capital, Y Combinator, and Susa. If you’re a determined and mission-oriented person who is looking to build the future of healthcare for seniors, join us! The Opportunity The Primary Care Coordinator serves as the central point of contact for our primary care geriatric care team, managing 500-600 patients alongside nurses and Primary Care Providers. The role focuses on coordinating patient care, maintaining relationships with senior living facilities, and ensuring excellent healthcare delivery through effective communication and documentation. Key Responsibilities: - Serve as primary contact for patients, families, and providers - Schedule and coordinate medical appointments - Manage patient documentation and EMR updates - Process urgent care calls and STAT tasks - Participate in mandatory after-hours shift rotation - Handle communications via phone, email, text, and fax - Coordinate with community partners and specialty providers - Facilitate new patient onboarding Key Evaluation Metrics: Success will be measured in the following focus areas: Inbound Phone Calls: -Answer 95% of inbound calls within 60 seconds and expect ~30 inbound calls / day -Aim for an average wait time of less than 30 seconds -Ensure caller wait times do not exceed 2 minutes Task Completion: -Messages and Clinical Emails: Address 95% within 2 hours -Complete routine tasks within 7 days; STAT tasks completed within 24 hours -Proactively contact all newly enrolled patients within 24 hours to schedule a welcome visit -Complete 100% of visit reminder calls each day and expect to make ~20 reminder calls / day Voicemails: -Close/resolve all urgent voicemails within 1 hour -Return non-urgent voicemails within 1 business day -Ensure after-hours voicemails are addressed within first 2 hours of next business day Patient Care Management: -Ensure accurate logging of all patient encounters for chronic care management -Log 6 hours per day of care coordination using our custom logging software -Assist with improvement projects related to quality and efficiency -Achieve a patient satisfaction survey score of 8.5/10 or higher Requirements: - High School Diploma (some college preferred) - Basic understanding of Primary Care Operations - Healthcare background (preferred) - Reliable internet and HIPAA-compliant workspace - Comfort with healthcare technology platforms - Ability to thrive in a fast-paced, changing environment - Attendance is critical in this role to ensure quality patient care - Must be able to work ~5 on call overnights and/or weekends - Ongoing Regulatory Requirement: Must not be on any exclusion or debarment from participation in Federal Health Care Programs at any time and must remain in good standing with government regulators such as the OIG, CMS, etc. Benefits Designed For You and Yours - Paid Parental Leave - Medical, Vision, and Dental Insurance - 401K Retirement Plan - Cell Phone Reimbursement - Annual Wellness Allowance - FSA and Dependent Care FSA - 10 Paid Holidays - Generous Paid Time Off - Paid Sick days Physical / Environment Requirements: - This is a remote position that requires the employee to be available and actively working at their computer/workstation during all designated business hours and/assigned work schedule. This role cannot be performed intermittently or outside of the standard schedule due to the real-time nature of incoming patient calls and STAT tasks. - This is a remote position requiring the ability to work from a home office with a reliable internet connection - Reliable internet and HIPAA-compliant workspace; you must have a confidential space to ensure HIPAA compliance and to preserve patient PHI. - Must be able to sit and work at a computer for extended periods, with frequent use of keyboard, mouse, and telephone - Ability to participate in video conference calls - High proficiency with computers and mobile devices Physical Requirements: - Ability to remain seated for extended periods - High proficiency with computers and mobile devices This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements, or working conditions. While this is intended to be an accurate reflection of the current job, the Company reserves the right to revise the job or to require that other or different tasks be performed as assigned. All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to which will be required in this position, employees may be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an “at-will” basis.