Transcarent

Artificial Intelligence

• Design and execute the enterprise AI enablement strategy, ensuring employees have the skills and confidence to leverage AI tools for productivity, efficiency, and innovation
• Lead the rollout and adoption of enterprise AI tools, partnering with IT, Communications, and business leaders to drive engagement and measurable impact
• Create learning pathways, resources, and just-in-time training that meet employees where they are—from AI-curious to power users
• Develop AI fluency programs that help employees understand when and how to use AI effectively, including prompt engineering, workflow integration, and critical evaluation of AI outputs
• Establish metrics and feedback loops to measure AI adoption, productivity gains, and employee confidence
• Stay current on emerging AI capabilities and continuously iterate on enablement strategies to keep Transcarent at the forefront
• Design, build, and facilitate leadership development programs that meet leaders where they are in their leadership journey—from first-time managers stepping into leadership for the first time to senior leaders driving enterprise strategy
• Upskill leaders on the high-value human work of leadership: building trust, developing talent, having courageous conversations, coaching for performance, and creating environments where people do their best work
• Enable leaders to leverage AI tools effectively so they can spend less time on administrative tasks and more time on the work that matters—leading, developing, and connecting with their teams
• Partner with People Business Partners to identify leadership capability gaps and design targeted interventions
• Facilitate workshops, cohort programs, and experiential learning, and build scalable resources—toolkits, guides, self-directed learning—that support leaders in the moments that matter
• Rethink and transform the Learning & Development function through an AI-first lens
• Leverage AI to create more personalized, efficient, and impactful learning experiences
• Build systems that enable continuous learning, just-in-time support, and knowledge sharing across the organization
• Partner cross-functionally to embed learning and development into the employee journey

Senior Manager, AI and Leadership Enablement

Program Manager

• Execute culture and values programming that brings Transcarent's Values (People First, Care, Resilience, Results, Humble and Human) to life across the organization
• Manage recognition programs and values awards that celebrate employees who exemplify our values in action
• Support efforts to embed our values into all elements of the employee lifecycle—from onboarding to performance conversations to offboarding
• Create content, toolkits, and resources that help leaders and employees connect their work to our values
• Track and share stories that showcase our culture and values in action, amplifying recognition across the organization
• Independently manage our Moments that Matter initiative partnering with local office employees to execute meaningful monthly experiences that strengthen community across our distributed workforce
• Coordinate and execute in-office and virtual experiences including lunch and learns, hackathons, speed networking, happy hours, and other engagement activities
• Equip local employee volunteers with tools, resources, and support to deliver exceptional experiences
• Manage logistics, vendors, and budgets for employee programs across multiple locations
• Gather feedback and share insights to continuously improve programming and maximize engagement
• Serve as the program manager for Transcarent's ERG communities, providing operational support and coordination
• Partner with ERG boards to ensure they have clear expectations, resources, and supportive partnership to achieve their goals
• Support ERG leaders in program planning, event execution, cross-group collaboration, and executive sponsorship engagement
• Help foster a culture of inclusion and belonging by supporting ERGs in building connected communities that thrive at Transcarent
• Collaborate with Internal Communications teammates to coordinate centralized communication and resources to enhance ERG visibility and participation
• Track ERG engagement, sentiment and impact and design action plans to improve
• Lead onboarding sessions for new hires, ensuring they feel welcomed, informed, and connected to our values from day one
• Execute Transcarent's summer internship program, managing the end-to-end experience from coordination through program completion
• Coordinate programming that gives interns meaningful work, mentorship, and exposure to Transcarent's culture and mission
• Gather feedback and share insights to continuously improve the new hire and intern experience

Program Manager, Employee Experience

Customer Support

• 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.

Senior Customer Support Specialist

Manager

• Lead day-to-day administration of all leave programs, including FMLA, ADA, state‑mandated leaves, parental leave, and short‑ and long‑term disability.
• Serve as subject-matter expert and escalation point for complex leave cases; advise HR partners, managers, and employees.
• Manage relationships with third‑party administrators (TPAs), ensuring accurate case handling, compliance, and strong service levels.
• Maintain up-to-date leave policies; recommend updates based on legislation, workforce needs, and best practices.
• Ensure compliance across federal, state, and local leave regulations; maintain documentation standards and reporting.
• Support the administration of all health and welfare programs (medical, dental, vision, life, disability, HSA/FSA, COBRA).
• Manage or support 401(k) and retirement plan administration, including vendor coordination, employee education, plan operations, and compliance activities.
• Support annual open enrollment, including planning, communication development, HRIS configuration, testing, and issue resolution.
• Partner with HRIS and Payroll to ensure data accuracy, system integrity, and effective process integrations.
• Oversee vendor relationships; monitor service delivery, resolve escalations, and support RFPs as needed.
• Create and deliver benefits communications that enhance employee understanding and engagement.
• Assist with benefits budgeting, reporting, and cost analysis to support strategic planning.
• Ensure compliance with ERISA, ACA, HIPAA, IRS, DOL, FMLA, ADA, and state leave laws.
• Maintain all required plan documents, SPDs, notices, and filings.
• Partner with Legal, vendors and external consultants on regulatory changes and compliance requirements.

Benefits Manager

Account Executive

• Execute high-volume outbound calling (100+ calls per day) to engage eligible members.
• Drive member activation and enrollment by confidently positioning the value and benefits of Transcarent and 2nd.MD services.
• Use consultative selling techniques to understand member needs, address concerns, and overcome objections.
• Collect relevant health and background information and route members efficiently to the appropriate clinical resources.
• Build rapport quickly and establish trust to influence member decision-making.
• Manage follow-up activities to re-engage members and close enrollment opportunities.
• Accurately document conversations, outcomes, and next steps in internal systems.
• Maintain an organized pipeline of outreach and follow-up activities.
• Collaborate with an integrated care team to support timely care coordination.
• Consistently meet or exceed individual and team performance targets, including engagement and enrollment metrics.

Outbound Sales Representative

Accountant

• Assist with general ledger accounting functions, including cash, fixed assets, and prepaid expenses
• Prepare journal entries and perform account reconciliations for balance sheet and income statement accounts
• Support the month-end close process to ensure timely and accurate financial reporting
• Collaborate cross-functionally with internal teams to gather information and resolve accounting-related questions
• Help maintain and follow documented accounting policies and procedures
• Assist with year-end audit requests and regulatory filings
• Support ad-hoc projects and process improvements as assigned

Staff Accountant

Payroll

• Process accurate and timely multi-state payroll using ADP Workforce Now
• Prepare, import, and audit payroll files; maintain payroll checklists, approvals, and process-related documentation
• Review payroll registers, retroactive pay, leave-related pay, bonuses, commissions, off-cycle payments, and other complex payroll items
• Process final paychecks for employees in immediate pay states, coordinating with HR and managers to obtain required information
• Monitor payroll and HR reports to proactively identify data issues, terminations, and required adjustments
• Collaborate within the payroll team to monitor and respond to employee payroll inquiries related to pay, taxes, deductions, and garnishments
• Investigate and resolve payroll discrepancies, escalating complex issues as needed
• Provide clear, professional payroll guidance to employees and internal stakeholders
• Ensure payroll processing complies with federal, state, and local payroll laws and regulations, including multi-jurisdiction requirements
• Support internal and external audits and year-end activities by preparing payroll documentation, reconciliations, and reports
• Prepare standard and ad hoc payroll reports for cross-functional teams, and analyze data to identify discrepancies, trends, and opportunities for improved accuracy and/or efficiency
• Review payroll workflows and recommend improvements to enhance efficiency, controls, and scalability
• Maintain and update payroll documentation, standard operating procedures, and process guides
• Partner cross-functionally with Finance, Total Rewards, Employee Experience, and Legal on payroll initiatives
• Participate in special projects, system enhancements, and reporting initiatives
• Serve as an active team member through cross-training, knowledge sharing, and continuous improvement.

Senior Payroll Specialist

Product Manager

• Own the strategy and roadmap for Voice AI as a primary entry point for members seeking support for health benefits, care navigation, and common benefit administration tasks, including containment and escalation to human support.
• Own the strategy and roadmap for Voice AI workflows supporting providers calling to confirm eligibility, network participation, and coverage details, with a focus on accuracy, reliability, and operational trust.
• Partner closely with AI Platform, Voice/Telephony, and operational tooling teams to define requirements, surface dependencies, and ensure Voice AI experiences are built on shared, scalable platform capabilities.
• Define and drive seamless handoffs between Voice AI and operational staff including context passing, summarization, and transfer quality, to ensure safe escalation and operational efficiency.
• Own and drive successful outcomes for Voice AI, including containment and deflection rates, resolution quality, transfer effectiveness, and experience reliability, using data and experimentation to inform roadmap decisions.
• Ensure Voice AI experiences operate within defined safety, compliance, and scope boundaries, including appropriate escalation for medical, eligibility, or operational edge cases.

Senior Product Manager

• Set the vision and product roadmap for the Service Delivery tooling domain, building a multi-year strategy to drive scalability, operational efficiency, and cross-functional visibility that keeps the Member first
• Lead a team of product managers, fostering their growth and ensuring the team executes effectively
• Partner with engineering, design, clinical, and operations leadership to identify high-impact opportunities and ship features that improve how our teams deliver care
• Serve as the connective tissue between frontline users and executive leadership, translating operational realities into strategic priorities
• Navigate complex tradeoffs across competing priorities, technical constraints, and business needs, and articulate clear recommendations to senior leaders
• Act as a strategic thought partner across the company, educating stakeholders and building shared understanding of our capabilities
• Champion the importance of internal tooling across the company, helping others see that investing in our people's tools is investing in Member outcomes

Director of Product – Service Delivery

Director

• Lead a central deal desk function that enables consistent, disciplined pricing decisions.
• Define and evolve enterprise pricing frameworks that balance profitability, competitiveness, and customer value across ASO, value-based care, and SaaS-like pricing constructs.
• Own pricing governance, including approval flows, pricing guardrails, documentation, and ongoing auditability.
• Support sales teams on complex or non-standard deal pricing — creating flexible yet disciplined approaches that protect unit economics and accelerate close rates.
• Develop margin-centric playbooks, concession matrices, and pricing decision tools for quota-carrying field teams.
• Partner with Strategic Finance to build robust pricing models (PMPM, bundles, usage-based, value-based, outcome-linked pricing).
• Define pricing KPIs and dashboards to monitor function productivity and inform leadership decisions.
• Lead scenario analysis (“what-if” modeling) for strategic initiatives, new offerings, and market expansions.
• Collaborate with Product, Clinical/Actuarial, Legal, FP&A, and RevOps on pricing approaches for product launches, renewals, and contractual innovations.
• Align pricing strategy tightly with corporate financial goals and unit economics targets.
• Mentor and scale a high-performing pricing team.
• Promote pricing discipline and analytic rigor throughout the organization.
• Improve pricing tools and tech stack to automate insights and self-serve analytics.

Senior Director, Pricing

Attorney

• Manage legal ticketing and contract lifecycle processes, including intake, routing, tracking, and maintaining the contract database
• Coordinate execution of agreements and ensure proper filing and storage
• Assist with legal research and preparation of memoranda and summaries
• Liaise with internal business teams to gather information and respond to routine legal inquiries
• Maintain legal department records, templates, and knowledge management systems
• Track deadlines, renewals, and key contract dates
• Assist with corporate governance tasks, including entity management and board materials
• Support outside counsel management, including invoice review and matter tracking
• Assist with litigation and dispute matters, including document collection, preservation, and production
• Coordinate e-discovery processes, including working with vendors and managing litigation holds
• Organize and maintain case files, exhibits, and supporting documentation
• Track litigation deadlines, court filings, and case calendars
• Assist with preparation of discovery responses, subpoenas, and other litigation documents
• Assist with intake and tracking of employee complaints, investigations, and HR legal matters
• Gather and organize documentation for employment-related claims, audits, and agency charges (e.g., EEOC, state agencies)
• Handle other administrative and operational tasks as assigned

Legal Specialist

Sales

• Lead the end-to-end support for PBM RFPs, including intake, response development, coordination with internal stakeholders, and final submission
• Serve as a go-to expert on PBM services including formulary management, clinical programs, rebate strategies, specialty pharmacy, and regulatory compliance
• Partner with sales executives to craft compelling, customized proposals that align with client needs and market trends
• Work closely with teams across Clinical, Underwriting, Legal, Operations, and IT to gather accurate and timely information for RFP responses
• Maintain and enhance a library of standard RFP responses, ensuring content is current, compliant, and aligned with strategic messaging
• Monitor industry trends and competitor positioning to inform proposal strategy and differentiate offerings
• Identify and implement improvements in RFP response workflows, tools, and templates to increase efficiency and quality

Pharmacy Sales Support, SME

Clinical Operations

• Lead and develop a team of RN Care Coordinators, COE Engagement RNs, and non-clinical Care Coordinators, ensuring clear expectations, accountability, and high performance.
• Conduct ongoing coaching, quality reviews, and performance evaluations; create individualized development plans as needed.
• Ensure consistent delivery of clinical standards, documentation accuracy, and adherence to workflows across all roles.
• Promote a culture of collaboration, psychological safety, accountability, and member-centered care.
• Oversee daily operations including case distribution, coverage planning, queue and caseload balancing, and prioritization of urgent needs.
• Ensure timely progression of members through the surgical review and COE pathways, from intake through scheduling and approvals.
• Monitor operational KPIs, quality metrics, and process compliance; proactively address trends or gaps.
• Partner with COEs, providers, facilities, and internal teams to resolve escalations or barriers impacting member care.
• Support quality assurance initiatives, audits, and complaint/service recovery processes.
• Identify workflow issues across clinical and non-clinical functions and recommend or implement process improvements to reduce friction and improve throughput.
• Collaborate with leadership to implement new initiatives, clinical programs, and system changes.
• Serve as a key operational liaison with teams including Benefits, Travel, Billing/PRE, Medical Records, Clinical Programs, COEs, and Product/Tech.
• Provide clinical and operational insights for new client implementations, workflow rollouts, and technology enhancements.
• Participate in leadership meetings, calibrations, audits, and cross-department committees as required.
• Manage scheduling, WFM updates, PTO approvals, attendance oversight, and staffing coverage planning.
• Facilitate onboarding, training, competency validation, and ongoing professional development for all roles.
• Contribute to strategic planning for the Surgery Care program, including future growth, staffing models, and standardization of best practices.
• Maintain compliance with all regulatory, policy, and documentation standards.

Manager, Clinical Operations, Surgery Care

Account Manager

• Drive Client Outcomes & Value
• Deliver measurable client value by aligning solutions to client goals, KPIs, and performance expectations
• Develop and execute a client value plan aligned to business goals, KPIs, and ROI commitments
• Establish ongoing value storytelling that communicates measurable outcomes to executives and stakeholders
• Build a deep, strategic understanding of each client’s business, objectives, competitive environment, and stakeholder landscape
• Ensure clients adopt, engage with, and love the full product suite—driving utilization, satisfaction, and impact
• Lead retention and expansion initiatives, driving revenue through long-term partnership growth
• Proactively prevent and detect issues before they escalate, safeguarding client health and product engagement
• Own adoption strategies across the full Transcarent | Accolade product suite, driving predictable utilization and impact
• Build and maintain client-specific value plans that tie solutions directly to client KPIs, performance guarantees, and ROI commitments, and proactively course-correct when off-track

Manager, Strategic Account Management – Client Success

Financial Planning and Analysis

• Own financial planning and forecasting for Sales and Marketing, including the Annual Operating Plan, monthly forecasts, and long-range models
• Design, model, and administer sales compensation and commission plans in close partnership with Sales leadership and Revenue Operations
• Analyze sales efficiency and unit economics, including CAC, LTV, pipeline conversion, productivity, quota attainment, and ROI by channel
• Partner with Marketing leaders to evaluate spend effectiveness, campaign performance, and incremental ROI across growth initiatives
• Build and maintain scalable models for headcount, capacity, bookings, revenue, and spend—connecting go-to-market drivers to financial outcomes
• Lead variance and trend analysis, identifying risks, opportunities, and key drivers relative to plan
• Develop executive-ready materials for forecast reviews, QBRs, and leadership decision-making
• Drive adoption, enhancement, and automation of FP&A processes and reporting in Pigment, alongside Excel and NetSuite
• Collaborate closely with Accounting to ensure tight alignment between forecasts, actuals, commissions, and the close process
• Support ad hoc strategic analyses, including pricing, investment tradeoffs, scenario modeling, and growth initiatives
• Contribute to continuous improvement of FP&A processes, documentation, and data integrity to support scale and auditability