Customer Support Specialist II - US

Role Details

Type of Support: Phone support (Business to business outbound calls)

Contract Duration: Full-time

Production Schedule: To be determined l Production hours are 8:00 am to 8:00 pm EST l You will be provided 2 consecutive days off

Training Schedule: Monday - Friday 9:00 am - 6:00 pm EST Saturday/Sunday Off

Work type: Remote

Expected Start Date: December 2023

Locations that can apply: North Carolina, Florida, Michigan, Virginia and Texas

About The Role

Are you interested in mental health? Our partner is building a new mental health care system with the goal of making mental health treatment available to the masses. We are looking for a Customer Support Specialist who will work with clients, providers, and carriers 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 clients, patients, and insurance agents. By working with customers through email and insurance agents through outbound phones (business-to-business calls) 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 outbound phone calls (business to business) with insurance agents
• 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
• Collaborating with insurance carriers to verify plan benefits and status over the phone
• Working closely with teammates to relay accurate information to patients and providers
• Providing information to teammates regarding claims statuses and patient payment responsibility
• 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
• Excellent phone skills (a bonus for outbound or business-to-business experience)
• 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 our Core Values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust

What We Provide

• Full-time with the potential for overtime if requested by the Partner
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options depending on location and position type
• Opportunity to visit the offices as requested a couple of times a year with expenses covered
• Paid Sabbatical Leave
• Access to free posture-based fitness workouts from home
• 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 75+ 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.

How We’re Different

Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging, and opportunity.

Read more about our Core Values and story here.

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