Healthcare - Customer Support Team Lead

PartnerHero; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading company is seeking a Team Lead to enhance mental healthcare access. This role involves guiding patients to in-network providers, coordinating with insurance, and leading a dedicated team. The ideal candidate will possess strong communication and empathy skills, with a passion for mental health. You'll play a crucial role in improving patient experiences and advocating for process enhancements. Join us in making mental health care accessible to all.

Benefits

Wellness programs, including access to an in-house psychologist

Medical, dental, and vision benefits

Free fitness workouts from home

Sabbatical leave

Training, mentorship, and development opportunities

Qualifications

• At least 2+ years in a Customer Experience role.
• Experience in care coordination, medical scheduling, or administration preferred.

Responsibilities

• Assist patients in gaining access to mental healthcare via email and phone.
• Lead team meetings and conduct 1:1s.
• Advocate for process and product improvements based on customer feedback.

Skills

Communication

Empathy

Listening

Job description

Role Details

• Contract Duration: Permanent, Full-time
• Training Schedule: To be Determined
• Work Schedule: To be Determined
• Work type and Location: Remote, US
• Expected start date: May 22nd, 2025

About Us

We connect talented people globally with innovative companies 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. Recognized as a Most Loved Workplace, we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. You will always be supported to do your best work, enjoy your day-to-day, and thrive.

The Role

Are you interested in mental health? Our partner is building a new mental healthcare system accessible to everyone. We are looking for a Team Lead to work with patients, helping them find in-network mental health providers, and coordinate with insurance payers. You will lead a team of associates, optimize team contributions, and ensure successful operations. Your interactions with customers via email and phone will guide them through challenges, resolve issues, and improve the overall experience. You will also identify trends, advocate for process improvements, and relay key information to your team.

Responsibilities

• Assist patients in gaining access to mental healthcare via email and phone
• Troubleshoot and educate users
• Coordinate between insurance payers and patients to facilitate care
• Support patients in provider matching
• Explain benefits and out-of-pocket costs
• Handle high-urgency situations empathetically and effectively
• Advocate for process and product improvements based on customer feedback
• Provide feedback to stakeholders and attend weekly meetings
• Lead team meetings and conduct 1:1s
• Train and support associates, monitor performance, and assist in hiring
• Ensure policy compliance and maintain team schedules

Qualifications

• At least 2+ years in a Customer Experience role
• Excellent communication skills, comfortable with sensitive conversations
• Strong empathy and listening skills
• Passion for expanding access to mental health care
• Experience in care coordination, medical scheduling, or administration preferred
• Alignment with PartnerHero’s core values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust

Benefits

• Full-time employment with competitive salary
• Wellness programs, including access to an in-house psychologist
• Medical, dental, and vision benefits based on location
• Free fitness workouts from home
• Sabbatical leave
• Training, mentorship, and development opportunities

Company Culture

Our core values—Care for Others, Embrace Growth, Manifest Trust, Take Ownership, Be Humble—guide our actions and define our culture. We are committed to diversity, inclusion, and providing equal opportunities, including accommodations for individuals with disabilities. For assistance or accommodations, contact [email protected].

Additional Information

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industries: Outsourcing and Offshoring Consulting

Referrals increase your chances of interviewing at PartnerHero by 2x.