Customer Support Specialist

Summary

Join PartnerHero's Customer Support team as a compassionate and organized individual to provide exceptional service to patients and providers. You will assist with various support topics, including billing, payments, benefit explanations, account access, and more. The role involves utilizing email, chat, and phone support to deliver helpful solutions. You will troubleshoot platform issues, facilitate communication, and collaborate with insurance agents. This is a full-time, remote position based in the US, starting May 22nd, 2025. PartnerHero offers competitive compensation, a dedicated wellness program, attractive benefits, and various professional development opportunities.

Requirements

• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Ability to thrive in a dynamic and evolving environment - must be adaptable
• Proven ability to handle a high volume of customer interactions while providing high quality, empathetic support
• Strong ability to independently own resolution of conflict, while maintaining empathy in challenging situations
• Understanding of active listening techniques
• Familiarity with technology and capable of adhering to standard troubleshooting procedures
• Experience providing clear, concise, and professional written and verbal communication

Responsibilities

• Provide a high-standard of empathetic and solution-oriented support to clients and providers through email, chat, and phones
• Troubleshoot and address platform issues that patients and providers are experiencing
• Facilitate communication between clients and providers to arrange care, escalating sensitive issues when needed
• Collaborate with insurance agents and navigate carrier platforms to verify plan benefits and status
• Investigate, interpret and explain benefit details and out of pocket costs according to the client's plan
• Advocate for payers and clients by proactively surfacing friction in customer experience and proposing process/product iterations in service of the partner’s mission
• Navigate high-acuity interactions with empathy and/or positivity
• Operate with professionalism, navigating client and provider requests in accordance with the Compliance and Professionalism guidelines issued by PartnerHero and the partner organization
• Perform project duties and tasks that are within your skill and expertise level for your role as assigned by program management

Benefits

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• 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
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development