Customer Support Specialist - Inbound Team

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.

About The Role
Do you have an email, phone, and live chat customer support background? Do you have knowledge and experience in insurance/healthcare? Do you enjoy working remotely?

Our partner is growing a mental healthcare system with the goal of expanding access to mental healthcare. We are looking for a Customer Support Specialist who will work with clients, providers, and insurance carriers to ensure they provide the best experience possible through email and live chat.

This team’s mission is to deliver on the partner’s promise to clients and providers. You will ensure this mission through one-on-one interactions via email, live chat, and/or outbound phones. You will guide customers through any challenges using the platform and resolve their operational and technical issues. You will consistently identify trends or patterns in our providers' and clients’ experience and advocate for process and product changes to remove any friction creating a delightful experience. 

Working in healthcare, you thrive in a high-paced environment and have a strong interest or prior experience in healthcare/insurance.

Training:  1 week, 9am to 6pm, Monday through Friday
Shift: Monday-Friday, schedules will vary 8-5p ET, 9-6p ET, 10-7p ET, 11-8p ET

This role is fully remote but we would prefer individuals who currently reside In North Carolina, Florida, Georgia, Texas, Arizona, Washington or Michigan.

You'll Be...

• 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 
• You perform project duties and tasks that are within your skill and expertise level for your role as assigned by program management