Care Companion I

United States (Des Moines, Iowa, in office)full time

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On Site

mid

H1B: no

Carrotfertility Care Companion I at Carrotfertility responsible for guiding members through their family-forming journeys via phone and email support. This role involves responding empathetically to member inquiries and documenting interactions accurately.

Responsibilities

We're looking for a compassionate, detail-oriented Care Companion to join our team supporting Carrot members. In this role, you'll guide members through their family-forming journeys, starting from their very first interaction with Carrot, primarily through phone and email support. You'll bring warmth and empathy to every conversation, helping members feel understood and supported as they navigate fertility and family-building care.
This is an onsite position in West Des Moines, IA. The schedule is Monday-Thursday from 11:00 am-8:00 pm and Friday from 10:00 am -7:00 pm CST. Training will take place over the first 6-8 weeks, from 8:30 am to 5:30 pm CST.
What You’ll Own 💼
Serve as a member's primary point of contact, guiding them through their family-forming journey from their very first interaction with Carrot
Respond to member inquiries via phone and email with empathy, accuracy, and urgency
Help members understand and navigate their Carrot benefit, including eligibility, coverage, and next steps
Support members across the full range of family-forming paths — fertility treatment, fertility preservation, adoption, donor-assisted reproduction, and gestational carrier arrangements
Document every member interaction accurately and consistently in Zendesk.
Recognize when a case needs escalation — clinical, sensitive, or otherwise — and route it to the right resource promptly
Meet or exceed team benchmarks for response time, quality, and member satisfaction within your part-time schedule
Flag trends or gaps you notice in resources, processes, or FAQs that could improve the experience for Urdu-speaking members specifically
What Success Looks Like 📈

Qualification

You likely haveWhile not requiredA Bachelor's DegreeWhy This Role Matters 🧡

Required

You likely have:
1-3 years of experience in a direct customer service, healthcare, or client-facing role
Strong written and verbal communication skills
The ability to empathetically support a diverse member population through all paths to parenthood

Preferred

While not required, we would be especially excited if you bring:
A Bachelor's Degree
Deliver support in both English and Spanish, ensuring Spanish-speaking members receive the same quality of care as every other member
Previous call center experience and an understanding of call center KPIs
Experience working at a fast-growing tech or digital health company
Experience with Zendesk or a similar CRM platform
Past experience in the family-forming space, such as fertility care, adoption, donor-assisted reproduction, or gestational carrier arrangements
Why This Role Matters 🧡

Benefits

Equity/RSU
Parental Leave
Wellness

Company

Carrotfertility

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Source: greenhouse

Active within the past hour

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Care Companion I at Carrotfertility · LumiJobs