Transcarent

Senior Customer Support Specialist

Transcarent

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • 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.

Requirements

  • 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
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
escalation managementclaims literacybenefits literacyroot cause analysisprocess improvementproject managementcustomer resolutiondata analysisservice recoveryissue resolution
Soft Skills
communication skillsinterpersonal skillsproblem solvingautonomytime managementinfluencing skillsempathyopen-mindednessactive listeningadaptability