About the role

The Clinical Quality RN II, Member Experience reports to the Senior Director of Clinical Quality and is responsible for establishing, managing, and overseeing member-reported outcomes, including Net Promoter Score (NPS) detractors, grievances, and incidents. This role leads the development and maintenance of member experience policies and procedures and serves as a Process Improvement (PI) lead for company-wide initiatives. The Clinical Quality RN works cross-functionally across all Transcarent products, developing standardized processes and playbooks to drive consistency, efficiency, and continuous improvement.

The role plays a key role in developing enterprise-wide strategies to enhance the member experience through active monitoring and analysis of member-reported experience outcomes. This role ensures members receive best-in-class service across all programs, including Surgery Care, Oncology Care, Pharmacy PBM, VPC, and EMO services.

A day in the life…

Lead Process Improvement Projects:
Drive process improvement projects to standardize workflows across care products, ensuring efficient and effective responses to member feedback.
Policies and Procedures Development:
Develop, implement, and maintain policies and procedures related to member experience and service recovery
.Documentation and Tracking:

Accurately capture, document, and track all member feedback, ensuring timely outreach and resolution of grievances in accordance with company policies and procedures.

Dashboard and Reporting Development:
Partner with Analytics to design and maintain dashboards and scorecards that track, trend, and analyze member feedback and experience outcomes..
Insights and Presentation:
Present member feedback trends, insights, and recommendations for improvement to committees and key stakeholders.
Cross-Functional Collaboration:
Collaborate with clinical teams, program managers, and clinical leaders to ensure member concerns are addressed in a coordinated and supportive manner.
Customer Service Excellence:
Demonstrate empathy, active listening, and effective problem-solving to consistently deliver a positive, high-quality member experience.

What we are looking for…

Minimum of 5 years as an active Registered Nurse
3+ experience working in clinical quality, audit, or excellence.
Strong and broad knowledge of the healthcare industry:

Demonstrated broad understanding of current healthcare delivery systems
Demonstrated ability to navigate/understand and explain Health Plan SPDs

Commitment to quality and continuous improvement
Demonstrated ability to use Microsoft Office (Word, Sharepoint, Powerpoint)
Strong self-management

Excellent written and verbal communication skills with proven ability to communicate with individuals at various levels within the organization
Ability to perform well under pressure, adapt to change, and meet deadlines in a fast-paced, dynamic, evolving environment
Proven critical thinking / problem solving
Demonstrated attention to detail with a complement of strategic thinking

Change champion and adapt to change quickly
Data-driven and fact-based: focused on getting to best answer for clients
Detail-oriented, inquisitive, problem-solving in nature
A team player capable of working effectively with individuals throughout the organization

As a remote position, the salary range for this role is:

$95,000—$105,000 USD

Who we are

Transcarent is the One Place for Health and Careᵀᴹ, bringing medical, pharmacy, and point solutions together with the WayFindingᵀᴹ experience, the first and only generative AI-powered health and care platform for health consumers. Our WayFinding experience, paired with transparent and consumer-driven pharmacy care, 2nd.MD expert medical opinions, and virtual primary care, works seamlessly with comprehensive Care Experiences – Cancer Care, Surgery Care, and Weight Health – to support people with all of their health needs, simple or serious. More than 1,700 employers and health plans rely on us to provide information, guidance, and care, empowering health consumers with more choice, an experience they love, access to higher-quality care, and lower costs for 21 million Members. For more information, visit transcarent.com, and follow us on LinkedIn.

At Transcarent, our values guide everything we do:

People First: We prioritize our Members, clients, and each other in every decision
Care: Every decision starts with improving health and care for our Members
Resilience: We push boundaries and take the uncharted path to change an industry
Results: We take ownership, solve with speed, and deliver for our people and each other
Humble and Human: We lead with humility, bring fun to tough moments, and go further together

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, 13 paid holidays
Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
Mental Health and Wellness benefits

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.

Clinical Quality RN II

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