Customer Success Specialist

Insight Global; San Jose (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

Insight Global is seeking a Customer Experience Specialist to deliver white-glove support to providers and clients on our mental health platform. You will bridge customer service, operations, and healthcare, resolving insurance and billing questions while ensuring timely, compassionate assistance.

Responsibilities include multi-channel client/provider support, benefit verification, onboarding assistance, and collaboration with tech and ops to improve processes and patient experience.

Qualifications

• 1+ years in a customer-facing role in tech or healthcare.
• Knowledge of health insurance benefits, copays, coinsurance, and deductibles.
• Experience with medical billing, coding, or revenue cycle management.

Responsibilities

• Interact with clients and providers via phone, email, text with empathy.
• Answer insurance, billing, and claim questions in simple terms.
• Support providers post-onboarding and troubleshoot platform issues.
• Help clients book providers, verify insurance benefits, access therapy.
• Partner with technology and operations to surface insights and improve processes.
• Collaborate cross-functionally to identify trends and close feedback loops.

Skills

Customer-facing

Healthcare experience

Insurance benefits

Empathy

Communication

Tools

Helpscout

Zendesk

Intercom

Twilio

Aircall

Dialpad

Job description

Job Description

We’re seeking a Customer Experience Specialist who thrives on delivering white-glovesupport to both providers and clients navigating our mental health platform. You’ll be at theintersection of customer service, operations, and healthcare; solving complex insurance andbilling questions, helping providers with credentialing questions, and ensuring clients receivetimely, compassionate assistance. You must be empathetic and solutions-driven, with theability to clearly communicate insurance benefits and troubleshoot multi-step issues acrosstools and teams. The ideal candidate is proactive, collaborative, and deeply invested in providing anoutstanding 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 complexconcepts 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.

Skills and 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 complexinformation 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
• Experience in healthcare technology
• Experience with medical billing, coding, or revenue cycle management
• Credentialing and payor enrollment knowledge
• Commercial insurance experience
• Bilingual, especially Spanish

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].