Fertility & Family Care Concierge

Carrot; West Des Moines (IA); On-site; USD 36,000 - 41,000; Full time

Job summary

Carrot is seeking a compassionate Care Companion in West Des Moines, IA, to support members through their family-forming journeys. You will primarily handle phone and email conversations, bringing warmth, empathy, and clear guidance on eligibility, coverage, and steps forward.

In this onsite role, you will work a Monday-Thursday 11:00 am–8:00 pm and Friday 10:00 am–7:00 pm CST schedule, with 6–8 weeks of onboarding and training.

Qualifications

• 1–3 years of experience in direct customer service, healthcare, or client-facing role.
• Strong written and verbal communication skills.
• Ability to empathetically support a diverse member population through all paths to parenthood.

Responsibilities

• Serve as primary contact guiding members through their family-forming journey from first interaction.
• 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.
• Document each member interaction accurately in Zendesk and escalate sensitive cases when needed.
• Meet or exceed team benchmarks for response time, quality, and member satisfaction within the schedule.

Skills

Customer service

Communication

Empathy

Tools

Zendesk

Jira

Confluence

Slack

Job description

Carrot is seeking a compassionate Care Companion in West Des Moines, IA, to support members through their family-forming journeys. You will primarily handle phone and email conversations, bringing warmth, empathy, and clear guidance on eligibility, coverage, and steps forward.

In this onsite role, you will work a Monday-Thursday 11:00 am–8:00 pm and Friday 10:00 am–7:00 pm CST schedule, with 6–8 weeks of onboarding and training.