Concierge Associate

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 five-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