Customer Support Team Lead - HW

Role Details:

Contract Duration: Full-time
Position type and schedule: Full-time | Monday - Friday |  9:00 am - 6:00 pm EST
Training Schedule: Monday - Friday |  10:00 am - 7:00 pm EST 
Work type and Location: Remote / would prefer candidates who reside in North Carolina
Start Date: December 12, 2024

About Us

A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day to day and thrive.

The Role

Are you interested in mental health? Our partner is building a new mental healthcare system that everyone can access. We are looking for a Team Lead who will work with patients to help them find an in-network mental health provider and will also work with the insurance payers as well as facilitate successful operations by directly leading a team of associates and helping to optimize the team's contribution to the partner's operations.

This team’s mission is to deliver on the partner’s promise to providers, and in this role, you will ensure this mission through one-on-one interactions with our insurance payers and patients. By working with customers through email and 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 patients' experience, and advocate for process and product changes to remove any friction and create a delightful experience.

As a Team Lead, you will be a point of contact for the partner regarding the program and you will be responsible for relaying key information, updates, and feedback to your team. You demonstrate key characteristics such as responsibility, reliability, process knowledge, leadership (leads by example), organizational skills, time management, positive attitude, openness to feedback, coaching, and mentorship skills. Your contribution is limitless and not confined to this job description. Being in healthcare tech, you thrive in a high-paced tech environment and have a strong interest or prior experience in healthcare.

What you’ll do:

• Helping patients gain access to mental healthcare through email and phone
• Troubleshooting problems with users and you will educate them
• Coordinating between insurance payers and patients to arrange care 
• Supporting patients in finding the best provider who meets their needs "provider matching" 
• Explaining benefits details and out-of-pocket costs according to the patient’s plan
• Triaging high-urgency customer situations with clear, empathetic, and solution-oriented communication
• Advocating for payers and patients by proactively surfacing frictions in customer experience, and proposing process and product iterations, in the service of the partner’s mission 
• Providing constant valuable feedback for all stakeholders - Program Manager, Partner POC, and Associates
• Attending and contributing to weekly meetings with the partner
• Leading weekly team meetings or huddles
• Conducting regular 1:1s with each of your direct reports
• Providing quality feedback to foster improvement for each of your team members and document performance issues or opportunities for development as required
• Providing and/or facilitating training to new hires or current associates as needed
• Supporting/Assisting associates during production and assigning associates to new and different tasks as required
• Monitoring production levels for each associate (using Zendesk Explore or other metric data tools)
• Building and maintaining the team’s schedule to ensure appropriate coverage
• Participating in the hiring process by helping to Identify and select ideal candidates according to the program’s needs
• Ensuring all applicable PartnerHero policies are followed
• You perform project duties and tasks that are within your skill and expertise level for your role as assigned by program management
• You may flex between program duties and provide ad hoc support for program specific projects, products, queues, and coverage
• Depending on business nee