Role overview
The Senior Customer Support Specialist is responsible for ownership of entire escalation process including review, identification of required actions, and external response. The Senior Customer Support Specialist works cross-functionally to resolve client issues and serves as a go-to resource within the team.
A day in the life...
- Analyze and monitor customer escalation reports to identify trends and update Knowledge Base tool.
- Identify, manage and record escalation trends and communicate process issues, product defects and trends to Director, Support to drive continuous improvement.
- Review, identify and analyze root cause for all escalated service requests; continuously improve based on analysis within delivery teams.
- Focus on developing proactive solutions to avoid common issues within escalation process.
- Provide guidance and support to Customer Support Specialists; serve as a go-to resource for complex escalations.
- Own escalated cases received from various channels including: complaint review requests received from the customer, live HAC escalations, and negative NPS survey responses.
- Execute review of member interactions, provide summary, and develop plan to resolve client issues including: identification of process errors, content gaps, misquotes, coaching opportunities, and associated action items such as service recovery, claims and benefits outreach to health plan, etc.
- Act as a liaison to coordinate internal efforts cross-functionally through to issue resolution and completion of all related action items.
- Draft external response and act as the point of contact for any follow up questions from the customer.
- Ensure customer requests are responded to within agreed upon time frames and are resolved to customer and client satisfaction.
- Use all key customer resolution tools across all service groups to facilitate resolution of customer concerns.
What we are looking for...
- Minimum 3 years proven track record of successfully resolving external escalations
- Minimum 2 years claims & benefits literacy
- Strong understanding of Operations processes
- Ability to learn quickly and navigate through various internal Accolade systems
- A curious problem solver, who dives deep into information, uncovers & analyzes issues that may not be seen on the surface, and works to solution
- Ability to work autonomously
- Exceptional communication and interpersonal skills, including strong ability to fully listen to an issue or problem, and thoughtful written and verbal communication
- Ability to juggle multiple tasks on multiple timelines
- Able to translate ambiguity when all information is not available
- Experience managing projects
- Process-oriented
- Experience working cross functionally
- Strong influencing skills
- Empathetic and open-minded; someone who approaches situations with the person in mind and considers all angles without rushing to judgment
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.
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