PartnerHero Remote Team Lead Customer Support Inbound

Work Based At Home; Washington (Washington County); Remote; USD 40,000 - 80,000; Full time

Job summary

An innovative company is seeking a Team Lead to enhance mental healthcare access through effective communication and leadership. In this dynamic role, you will guide patients in navigating their mental health journeys while coordinating with insurance providers. Your responsibilities include troubleshooting issues, advocating for customer needs, and leading a dedicated team to ensure a seamless experience. This remote opportunity allows you to make a meaningful impact in healthcare, fostering an environment of empathy and support. Join a mission-driven organization that values growth, inclusivity, and the well-being of its team and clients alike.

Benefits

Medical, dental, and vision options

Paid Sabbatical Leave

Training opportunities

1-on-1 coaching and mentorship

Free posture-based fitness workouts

Qualifications

• 2+ years in a Customer Experience role with strong verbal and written skills.
• Knowledge in care coordination and medical administration preferred.

Responsibilities

• Lead a team to help patients access mental healthcare via email and phone.
• Coordinate between insurance payers and patients for care arrangements.
• Provide feedback and mentorship to team members for continuous improvement.

Skills

Customer Experience

Communication Skills

Empathy

Care Coordination

Medical Scheduling

Leadership

Education

2+ years in Customer Experience

Tools

Zendesk Explore

Job description

October 8, 2024

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.

Our desired candidate resides in North Carolina, Texas, Michigan, Washington, Virginia, Florida, Arizona, or Georgia.

This is a Work from Home / Remote opportunity.

You'll Be...

1. Helping patients gain access to mental healthcare through email and phone
2. Troubleshooting problems with users and educating them
3. Coordinating between insurance payers and patients to arrange care
4. Supporting patients in finding the best provider who meets their needs ("provider matching")
5. Explaining benefits details and out of pocket costs according to the patient’s plan
6. Triaging high-urgency customer situations with clear, empathetic, and solution-oriented communication
7. Advocating 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
8. Providing constant valuable feedback for all stakeholders - Program Manager, Partner POC and Associates
9. Attending and contributing to weekly meetings with the partner
10. Leading weekly team meetings or huddles
11. Conducting regular 1:1s with each of your direct reports
12. Providing quality feedback to foster improvement for each of your team members and documenting performance issues or opportunities for development as required
13. Providing and/or facilitating training to new hires or current associates as needed
14. Supporting/Assisting associates during production and assigning associates to new and different tasks as required
15. Monitoring production levels for each associate (using Zendesk Explore or other metric data tools)
16. Building and maintaining the team’s schedule to ensure appropriate coverage
17. Participating in the hiring process by helping to identify and select ideal candidates according to the program’s needs
18. Ensuring all applicable PartnerHero policies are followed

What You Bring to the Table

1. 2+ years of experience in a Customer Experience role
2. Excellent verbal and written communication skills; comfort with phones, and sensitive conversations
3. Strong empathy skills and listening skills
4. Passion for expanding access to mental health care
5. Knowledge/experience in care coordination, medical scheduling, and medical administration preferred
6. An identification with PartnerHero’s Core Values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust

What We Provide

1. Full time with the potential for overtime if requested
2. Locations: Idaho, Michigan, North Carolina, Washington, Arizona, Oregon, Pennsylvania, Virginia, and Florida
3. Competitive compensation based on experience
4. Attractive benefits package including medical, dental, and vision options based on location
5. Access to free posture-based fitness workouts from home
6. Paid Sabbatical Leave
7. Training opportunities provided by PartnerHero and outside entities
8. 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Why PartnerHero?

PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.

Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits, but values inclusion, belonging, and opportunity.