Knowledge Content Analyst

Who We Are

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.

We are looking for teammates to join us in building our company, culture, and Member experience who:  

• Put people first, and make decisions with the Member’s best interests in mind 
• Are active learners, constantly looking to improve and grow 
• Are driven by our mission to measurably improve health and care each day 
• Bring the energy needed to transform health and care, and move and adapt rapidly 
• Are laser focused on delivering results for Members, and proactively problem solving to get there 

About This Role

The Knowledge Content Analyst supports the delivery of high-quality client and member experiences from Day 1 throughout the lifecycle of the client relationship. They are responsible for participating in the sourcing, analyzing, and maintaining of client and client partner benefits content and data. This person will also partner closely with internal teams and apply knowledge of applications, benefits content, and internal processes to get to root cause and resolve support tickets.  

What You’Ll Do

• Develop subject matter expertise and perform activities related to one or more content focus areas, such as: 
• Customers and Vendor Partners 
• Carriers and Third-Party Administrators (TPAs) 
• Pharmacy Benefit Managers (PBMs) 
• Benefits and Data Configuration 
• Quality Assurance and Validation 
• With the guidance and support deliver a best-in-class knowledge content experience: 
• Support the development of collaborative relationships with clients, client partners, and internal stakeholders 
• Participate in discussions on an integrated delivery model between Transcarent and clients/client partners resulting in agreed integration details, artifacts, and process 
• Work cross-functionally to ensure internal teams have the information needed to provide high-quality service 
• Complete and deliver implementation artifacts on time with high quality for new client launches, expansions, and renewals 
• Help identify gaps, propose solutions, and support resolution of gaps 
• Ensure content is consistent with Transcarent tools and style guides 
• Manage, maintain/build, and/or review internal and client-facing content for new client implementations on an ongoing basis 
• Triage, respond to, and resolve client tickets (CFQs) in a timely manner 
• Provide regular status reports on progress, share areas of risk/concern, and deliver quality results within time constraints 
• Provide feedback to development teams on internal tools and applications 
• Openly share knowledge and expertise with the team including recommendations for continuous team improvement 
• Participate in cross-functional initiatives as required, including but not limited to providing support across other client onboarding teams 

What we’re looking for 

• Equivalent of a bachelor’s degree and/or 3-5+ years progressive experience in a related industry (for a PBM focused role, PBM experience is required) 
• Strong and broad knowledge of the health care industry – understanding of benefit content, practices, and processing; ability to navigate/understand and explain health plan and benefit documentation 
• Experience in healthcare content/knowledge management with the ability to simplify industry jargon and complex benefits 
• Experience with Quality Assurance processes and content management/document management tools 
• Strong written and verbal communication skills with proven ability to work independently, as well as across functions at multiple levels – internally and externally 
• Strong technical aptitude – working knowledge and experience with MS Office suite, plus the ability to learn new tools, as necessary 
• Ability to perform well under pressure, adapt to change, and meet deadlines in a fast-paced, dynamic, evolving environment 
• Detail-oriented, inquisitive, problem-solving in nature; good critical thinking and conflict resolution skills 
• Proven ability to roll up your sleeves and make a contribution quickly 

As a remote position, the salary range for this role is:$55,000—$69,600 USD

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:  

• Competitive medical, dental, and vision coverage  
• Competitive 401(k) Plan with a generous company match  
• Flexible Time Off/Paid Time Off, 12 paid holidays  
• Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance 
• Mental Health and Wellness benefits  

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.