Customer Support Specialist - Inbound

4 days ago

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PartnerHero

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Customer Experience • Customer Support • Trust & Safety • Outsourcing • Startups

1001 - 5000

Description

• Helping clients gain access to mental healthcare through email, chat, and/or phones • Troubleshooting platform issues for clients and providers • Educating users on platform navigation • Facilitating communication between clients and providers to arrange care • Collaborating with insurance agents to verify plan benefits and status, relaying this information to clients and providers • Explaining benefit details and out of pocket costs according to the client's plan • Supporting clients in finding the best provider who meets their needs • Triaging high-urgency customer situations with clear, empathetic, and solution-oriented communication • Advocating for payers and clients by proactively surfacing friction in customer experience and proposing process and product iterations in the service of the partner’s mission

Requirements

• 1 year (minimum) experience in phone, email and live chat in a Customer Support role • Adaptability and eagerness to take on additional lines of communication • Excellent written communication skills and comfort with sensitive conversations • Strong empathy, communication, and listening skills • Self-drive, attention to detail, and quick to learn new constantly changing information • An identification with PartnerHero’s Core Values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust • Passion for expanding access to mental health care • Willingness to travel occasionally to a company hub • Knowledge/experience in care coordination, insurance terminology, medical scheduling, or medical administration is a bonus

Benefits

• Full-time employment • Competitive compensation based on experience • A dedicated wellness program, including support from an in-house psychologist • 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