Concierge Associate

Job Description

Job Description

Garner's mission is to transform the healthcare economy, delivering high-quality and affordable care for all.

We are fundamentally reimagining how healthcare works in the U.S. by partnering with employers to redesign healthcare benefits using clear incentives and powerful, data-driven insights. Our approach guides employees to higher-quality, lower-cost care, creating a system that works better for everyone. Patients achieve better health outcomes, employers spend healthcare dollars more effectively, and physicians are rewarded for delivering exceptional care rather than performing more procedures.

Garner is one of the fastest-growing healthcare technology companies in the country. Our products are trusted by the most sophisticated employers and providers in the industry, and we are building a team of talented, mission-driven individuals who are motivated to make a meaningful impact on healthcare at scale.

About the role:

We are looking for a dedicated Concierge Associate to join our member-facing team. In this role, you will serve as the front line of support for our members, acting as a trusted guide in helping them understand and navigate their healthcare benefits. You'll engage directly with members through phone, chat, and email to help them access the highest-quality care at the lowest possible cost. Your work will be a key part of delivering on Garner's mission.

This role requires more than just excellent service — we're looking for someone who can thrive in an evolving environment and is comfortable with complexity. You'll need to balance professionalism and empathy with strong attention to detail and the ability to interpret nuanced benefit and claims information. As the voice of Garner, you'll play a vital role in creating a supportive and empowering experience for each member you connect with. You would be scheduled between 8 AM and 10 PM ET, with shift preferences considered but not guaranteed. Preferences will be collected during the interview process and finalized schedules will be provided after a two-week training period.

Where you will work:

This is a U.S. based fully remote position.

What you will do:

• Deliver exceptional member support via phone, chat, and email
• Educate members on their healthcare benefits and claims, including how to maximize their Garner benefit
• Help steer members to find the best care available to them
• Handle complex and sensitive conversations with professionalism, empathy, and patience
• Deescalate members who are experiencing friction with their benefit
• Work with other departments to address cross-departmental issues
• Identify and escalate feedback from member interactions to internal teams
• Stay up to date on evolving procedures
• Protect member privacy and maintain compliance with HIPAA and data security protocols

The ideal candidate has:

• Minimum 2 years of call center/customer service experience
• Healthcare experience preferred
• Clear and confident verbal and written communication skills
• Meticulous attention to detail
• A proactive and curious problem-solving mindset
• An openness to feedback and a commitment to doing better every day
• Technical proficiency with customer service platforms, such as Zendesk
• A desire to be a part of a high-performing, mission-driven team that operates with intense urgency, a strong sense of individual accountability, and a commitment to authentic feedback

This is a unique opportunity to join a fast-growing company in a transformative role, helping shape the future of healthcare.

Please note: we are unable to sponsor or take over sponsorship of an employment visa at this time.

Application Process:

Here's what you can expect in this process:

1. Apply - you are here!
2. Intro Call (15 minutes)
3. Work Experience Interview (30 minutes)
4. Role-Based Case Study (45 minutes)
5. Job Offer

Compensation Transparency:

The base compensation for this position is: $22/hour. This position will also include a $0.50 additional hourly bump for English/Spanish bilingual candidates. Individual compensation for this role will depend on a variety of factors including qualifications, skills and applicable laws.

Fraud and Security Notice:

Please be aware of recent job scam attempts. Our recruiters use getgarner.com and garnerhealth.com email domains exclusively. If you have been contacted by someone claiming to be a Garner recruiter or a hiring manager from a different domain about a potential job, please report it to law enforcement here and to View email address on ziprecruiter.com.

Equal Employment Opportunity: Garner Health is proud to be an Equal Employment Opportunity employer and values diversity in the workplace. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

Garner Health is committed to providing accommodations for qualified individuals with disabilities in our recruiting process. If you need assistance or an accommodation due to a disability, you may contact us at View email address on ziprecruiter.com.