About Transcarent
Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care
Role overview
The Director of Customer Support is responsible for strategy development, implementation and execution with regard to our ability to address technical and service-related issues from Customers, Members and our internal teams. This individual is responsible for leading the Customer Support team, so they can be knowledgeable, empowered, empathetic, and solution-focused while addressing questions, issues and/or incidents within service level agreements (SLAs) to create a high-level of customer satisfaction.
A day in the life…
- Develop, review, and analyze service metrics to constantly improve service quality and performance.
- Lead, develop, motivate, empower and engage with the Customer Support Team to deliver an excellent customer interaction.
- Establish and prioritize objectives to ensure synchronized processing and handling of cases within established service levels.
- Act as a point of escalation to facilitate resolution of complex issues through root cause identification
- Regularly interface with customers to get their feedback on the effectiveness of the operations, handle escalations, etc.
- Achieve high First Contact Resolution rate by providing effective training and focus on educational programs to staff.
- Achieve high Call Deflection rate to create efficiencies. Develop, implement and use self-service tools such as knowledge base and FAQ documents and user guides.
- Develop and maintain strong relationships with cross-functional organizations within Accolade to ensure efficient operations.
- Establish and report a set of metrics and dashboard that reports on accomplishments and forecasts outcomes of customer satisfaction.
- Facilitate regularly scheduled calls to transparently provide metrics and build relationships with other senior members of the Accolade organization.
What we are looking for…
- Bachelor’s degree or equivalent experience
- 8+ years experience in benefits navigation
- 3+ years experience in customer facing roles, particularly related to escalation management
- 3+ years people leadership experience (experience leading leaders is preferred)
- Excellent written and verbal communication skills, including motivation, persuasion and documentation skills
- Ability to plan and prioritize business goals and objectives
- Extensive work experience in a rapidly growing or rapidly changing environment
- Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable short-to mid-term plans
- Experience developing and implementing new processes
- Knowledge and use of knowledge database systems required
- Knowledge of CRM and experience required
- Knowledge developing and implementing resource planning tools and procedures
The salary range for this role is:
$124200-$192500Annual
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:
Comprehensive medical, dental, vision, life, and disability benefits, including access to Accolade Advocacy, Accolade Care, and Accolade EMO.
HDHP medical plan with generous employer contributions towards an HSA
401(k) Retirement Plan with matching employer contributions
Open Time Off
Accrued Sick & Safe Time Off
Generous Holiday Schedule + 5 floating holidays
Paid parental leave
Subsidized commuter benefits programs
Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Headspace
1 Volunteer day per year
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.
Top Skills
What We Do
Accolade connects the widest array of personal health data and programs to present a single point of entry to the most effective health and benefits resources, using a unique blend of compassionate advisors, clinical experts and intelligent technologies.
Why Work With Us
We are a team that wants to make a difference in the world. This can be felt in the relationships we build with our members, and in the innovations we bring to healthcare. You won’t find egos or office walls here. Just people who believe in honesty, doing the right thing, making an impact, and having fun.
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