Customer Support Specialist II

Summary

Join PartnerHero's Customer Support team as a compassionate and organized individual providing exceptional service to patients and providers. You will assist with billing, scheduling, appointment attendance, and insurance verification via email, chat, and phone. This fully remote role requires strong communication, problem-solving, and conflict resolution skills. PartnerHero offers competitive compensation, a dedicated wellness program, attractive benefits, paid sabbatical leave, and various training and development opportunities. While the role is remote, preference is given to candidates residing in specific states. PartnerHero values diversity and inclusion, fostering a supportive and collaborative work environment.

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
• Strong conflict resolution skills and ability to be empathetic in challenging situations
• Understanding of active listening techniques
• Comfortable using a computer

Responsibilities

• Provide a high-standard of empathetic and solution-oriented support to clients and providers through email, chat, and voice (outbound calls)
• 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 navigating carrier platforms to verify plan benefits and status
• Explain benefit details and out of pocket costs according to the client's plan
• Support clients in finding providers who meet their needs based on the client or provider request
• Advocate for payers and clients by proactively surfacing friction in customer experience and proposing process and product iterations in the service of the partner’s mission
• Navigate high-acuity interactions with empathy and/or positivity
• Perform other customer support functions as needed

Preferred Qualifications

Individuals who currently reside In North Carolina, Florida, Georgia, Texas, Arizona or Michigan

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