About Carrot
Carrot Fertility is the leading global fertility care platform for women, who are often at the center of fertility care decisions and consequences. Plus, Carrot serves people of every age, race, income, sex, sexual orientation, gender, marital status, and geography. Trusted by hundreds of multinational employers, health plans, and health systems, Carrot's comprehensive clinical program delivers industry-leading cost savings for employers and award-winning experiences for millions of people worldwide. Whether there is a need for care through fertility preservation, male-factor infertility, pre-pregnancy, IVF, pregnancy and postpartum, adoption, gestational surrogacy, or menopause, Carrot supports members and their families through many of the most memorable and meaningful moments of their lives.
The Role
We are looking for compassionate and dedicated Care Advocates to join our call center team at Carrot. At Carrot, we firmly believe in providing accessible, inclusive, and high-quality fertility and family-forming care to all individuals. As a Care Advocate, you will have the unique opportunity to guide our members through their family-forming journeys, starting from their initial interaction with Carrot. This role is primarily phone support, and you will be an integral part of a new phone support rollout, complementing our existing chat options.
In this position, your main responsibility will be to provide exceptional phone support to our members. With your excellent communication skills and empathetic nature, you will effectively address their questions and concerns, ensuring they receive the guidance they need. You will play a crucial role in shaping our members' experience, helping them navigate and achieve their family-forming goals.
To accommodate the needs of our members, we will be offering three different shifts:
- 8:00 AM to 6:00 PM CST
- 6:00 AM to 3:00 PM CST
- 11:00 AM to 8:00 PM CST
By joining our call center team as a Care Advocate, you will contribute to Carrot's mission of inclusivity and accessibility in fertility and family-forming services, making a meaningful impact on the lives of individuals and couples.
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.
The Care Advocate team will be a new addition to the ongoing support that Carrot offers to its members. This will be a new rollout of phone support to help guide members throughout their individual journeys from a centralized location in Des Moines, IA. Your primary role as a Care Advocate will be to assist Carrot’s members via inbound phone calls. Additional support may include but is not limited to answering member emails, assisting in processing member claims, and reaching our to members via outbound phone calls.
Minimum Qualifications
- Superior communication skills, both written and verbal
- 1-3 years of experience working in a direct customer- or client-facing role
- Bachelor's Degree or equivalent work experience
- Ability to empathetically support a diverse member population through all paths to parenthood
Preferred Qualifications
- Bi-lingual in either Spanish or French Canadian preferred. Additional languages are an added benefit. If not bilingual, previous use of a translation services in a call center
- Experience working at a fast-growing tech company or digital health company
- Past experience in the family-forming space: fertility care, adoption, donor assisted reproduction, and/ or gestational carrier arrangements
- Experience with Zendesk or similar CRM platforms
- Previous call center metrics and understanding of Call-Center KPIs
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, paid time off, sick time, parental leave, family-forming assistance, and a competitive compensation package. The base salary for this non-exempt position is $72,000 per year. Paid overtime may be required during peak periods.
Why Carrot?
Carrot has received national and international recognition for its pioneering work, including Best Diversity, Equity, & Inclusion Product from the Anthem Awards, Fast Company's Most Innovative Companies, CNBC's 100 Barrier Breaking Startups, and more. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, healthcare innovation and diversity, equity, and inclusion, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more.
Carrot is a remote-first company, with teams in more than 40 states across the United States and dozens of countries around the world. It has received numerous workplace awards, including Fortune's Best Workplaces in Healthcare, Quartz’s Best Companies for Remote Workers, and Great Place to Work and Age-Friendly Employer certifications. Learn more at carrotfertility.com.
