Customer Experience Specialist

Insight Global; United States; On-site; USD 48,000 - 72,000; Full time

Job summary

Insight Global is seeking a Customer Experience Specialist who delivers white-glove support to providers and clients navigating our mental health platform. You will work at the intersection of customer service, operations, and healthcare, resolving insurance and billing questions with empathy and clarity.

You will respond to insurance and claim questions, assist with credentialing questions, verify benefits, and help clients book providers.

Qualifications

• 1+ year in a customer-facing role in tech or healthcare.
• Familiar with health insurance benefits, copays, coinsurance, and deductibles.
• Experience with EMR and billing platforms (Candid, EZClaim).
• Excellent verbal and written communication; able to explain complex concepts.
• Strong empathy, active listening, and high emotional intelligence.
• Experience with Mac OS and Google Suite.
• Ability to work weekend shifts.
• Ability to manage multiple tasks and remain calm under pressure.
• Ability to handle changing priorities.

Responsibilities

• Interact with clients and providers through omni-channel support with empathy, clarity, and care.
• Respond to insurance, billing, and claim questions in easy-to-understand terms.
• Support providers post-onboarding with updates to their accounts and troubleshoot issues.
• Assist clients with booking providers and verifying insurance benefits.
• Partner with technology and operations teams to surface customer insights and improve processes.
• Collaborate cross-functionally to identify trends and close feedback loops across touchpoints.

Skills

Customer-facing experience

Communication

Empathy

Active listening

Multitasking

Tools

Helpscout

Zendesk

Intercom

Twilio

Aircall

Dialpad

Job description

We’re seeking a Customer Experience Specialist who thrives on delivering white-glove support to both providers and clients navigating our mental health platform. You’ll be at the intersection of customer service, operations, and healthcare; solving complex insurance and billing questions, helping providers with credentialing questions, and ensuring clients receive timely, compassionate assistance. You must be empathetic and solutions-driven, with the ability to clearly communicate insurance benefits and troubleshoot multi-step issues across tools and teams. The ideal candidate is proactive, collaborative, and deeply invested in providing an outstanding experience that aligns with our mission of accessible mental health care.

What will you do?

• Interact with clients and providers through omni-channel support (phone, email, text) with empathy, clarity, and care.
• Respond to insurance, billing, and claim-related questions, translating complex concepts into easy-to-understand terms.
• Support providers post-onboarding with updates to their accounts, troubleshooting platform issues, and resolving concerns.
• Assist clients with booking providers, verifying insurance benefits, and navigating therapy access.
• Partner with our technology and operations teams to surface customer insights and improve processes.
• Collaborate cross-functionally to identify trends, close loops on feedback, and enhance the experience at every touchpoint.

Requirements

• 1+ years of experience in a customer-facing role, preferably in a technology or healthcare environment
• Working knowledge of health insurance benefits, including copays, coinsurance, and deductibles
• Understanding of benefit verification and claim processing across EMR and billing platforms (Candid, EZClaim)
• Excellent verbal and written communication skills, with the ability to convey complex information clearly
• High emotional intelligence, empathy, and active listening skills
• Experience using tools like Helpscout, Zendesk, Intercom, Twilio, Aircall, and Dialpad
• Ability to manage multiple tasks, stay organized, and remain calm under pressure
• Ability to handle frequently changing priorities/directives
• Ability to work weekend shifts
• Experience with Mac OS and Google Suite