Care Navigator

The Role: 

We believe that everyone deserves access to accessible, inclusive, and high-quality fertility and family-forming care. As a Care Navigator, you will own a member’s experience from their first interaction with Carrot through every stage of navigating and accomplishing their family-forming goals. 

As a Care Navigator, you will:

• Engage with Carrot members via Zendesk support tickets, reimbursement processing, and other business channels as needed.
• Contribute to product development based on the insights you gather from member interactions
• Engage in a culture that values tracking, measurement, and analytics; learn new tools as needed to help deliver insights from your member interactions back to your colleagues on the product team.
• Support Customer Success to help provide members and clients with a positive launch experience.

The Team: 

The Care Navigation team is composed of compassionate individuals with experience in the healthcare industry who have completed foundational training in reproductive health in addition to ongoing learning in the topics of adoption, fertility treatment, fertility preservation, donor assisted reproduction, gestational carrier arrangements, LGBTQ+ care and more. The Care Navigation team supports all legal paths to parenthood and works with members living in the US and 50+ countries (and growing) around the world. 

Minimum Qualifications: 

• 2+ years of experience working in a direct customer- or client-facing role
• Superior communication skills, both written and verbal
• Ability to empathetically support a diverse member population through all paths to parenthood
• Bachelor's Degree or equivalent work experience 

Preferred Qualifications: 

• Experience working at a fast-growing tech company or digital health company
• Experience with Zendesk or similar CRM platforms
• Past experience in the family-forming space: fertility care, adoption, donor assisted reproduction, and/or gestational carrier arrangements
• Multilingual skills (Spanish, French, German, Japanese, Mandarin, Vietnamese, or Hebrew) 

Compensation:

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The expected base salary for this position will range from $68,000 - $78,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.