Team Lead

Role Details

Channels: Overseeing voice, email, and/or chat interactions
Contract Duration: Full-time
Work Schedule: Monday - Friday, 9:00 am - 6:00 pm ET
Work Type and Location: Remote, US: FL, VA, AZ, MI, NC, PA, TX
Expected Start Date: January 23, 2025

About 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...

• Help patients gain access to mental healthcare through email and phone
• Troubleshoot problems with users and you will educate them
• Coordinate between insurance payers and patients to arrange care 
• Support patients in finding the best provider who meets their needs "provider matching" 
• Explain benefits details and out-of-pocket costs according to the patient’s plan
• Triage high-urgency customer situations with clear, empathetic, and solution-oriented communication
• Advocate 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 
• Provide constant valuable feedback for all stakeholders - Program Manager, Partner POC, and Associates
• Attend and contribute to weekly meetings with the partner
• Lead weekly team meetings or huddles
• Conduct regular 1:1s with each of your direct reports
• Provide quality feedback to foster improvement for each of your team members and document performance issues or opportunities for development as required
• Provide and/or facilitate training to new hires or current associates as needed
• Support/Assist associates during production and assigning associates to new and different tasks as required
• Monitor production levels for each associate (using Zendesk Explore or other metric data tools)
• Build and maintain the team’s schedule to ensure appropriate coverage
• Participate in the hiring process by helping to Identify and select ideal candidates according to the program’s needs
• Ensure all applicable PartnerHero policies are followed

What You Bring To The Table

• Previous leadership experience (1-yr minimum)
• 2 + years of experience in a Customer Experience role
• Excellent verbal and written communication skills; comfort with phones, and sensitive conversations
• Strong empathy skills and listening skills 
• Passion for expanding access to mental health care
• Knowledge/experience in care coordination, medical scheduling, and medical administration preferred
• 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