Type of Support: Omnichannel (Email, phone)
Contract Duration: Full-time
Training Schedule: Monday – Friday, 9:00 am – 6:00 pm EST | Saturday / Sunday off; 3-week duration
Work Schedule: To be determined, likely to be 9:00 am – 6:00 pm EST | At least one weekend day off
Work Type and Location: Remote, US: FL, VA, WA, AZ, OR, ID, MI, NC, PA
Expected Start Date: April 13th, 2023
About The Role
Are you interested in mental health? Our partner is building a new mental healthcare system intending to make mental health treatment available to the masses. We are looking for a customer support specialist who will work with clients, providers, and insurance agents to ensure they work together to provide the best experience possible.
This team’s mission is to deliver on the partner’s promise to clients and providers, and in this role, you will ensure this mission through one-on-one interactions with our clients and patients. By working with customers primarily through email and occasionally phone you will guide them through any challenges, and resolve their operational and technical issues. You will consistently identify any trends and patterns in our providers’ and clients’ experience, and advocate for process and product changes to remove any friction and create a delightful experience.
Being in healthcare tech, you thrive in a high-paced tech environment and have a strong interest or prior experience in healthcare.
You’ll Be…
Helping clients gain access to mental healthcare primarily through email and occasionally over the phone
Troubleshooting platform issues for clients and providers
Educating users on platform navigation
Facilitating communication between clients and providers to arrange care
Collaborating with insurance carriers to verify plan benefits and status
Supporting clients in finding the best provider who meets their needs (“provider matching”)
Explaining benefits details and out-of-pocket costs according to the client’s plan
Triaging high-urgency customer situations with clear, empathetic, and solution-oriented communication
Advocating for payers and clients by proactively surfacing frictions in customer experience, and proposing process and product iterations, in the service of the partner’s mission
What You Bring To The Table
2 + years of experience in a Customer Experience role
Excellent written communication skills and comfort with sensitive conversations
Strong empathy, communication, and listening skills
Self-drive and attention to detail
Passion for expanding access to mental health care
Knowledge/experience in care coordination, insurance terminology, medical scheduling, or medical administration is a bonus
An identification with PartnerHero’s Core Values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust
What We Provide
Hybrid workplace – depending on the partner, role, management, and/or personal workspace
Overtime is available if applicable
Competitive compensation based on experience
Attractive benefits package including medical, dental, and vision options based on location
Access to free posture-based fitness workouts from home
Paid Sabbatical Leave
Training opportunities provided by PartnerHero and outside entities
1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
Why PartnerHero?
PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 100+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.