Customer Support Specialist II

Summary

Join PartnerHero's Customer Support team as a compassionate and organized individual passionate about providing exceptional customer service. Based remotely in the US, this permanent, full-time role involves assisting patients and providers with benefits support, account management, and other inquiries via email, chat, and phone. You will troubleshoot platform issues, facilitate communication, and collaborate with insurance agents. PartnerHero offers competitive compensation, a dedicated wellness program, attractive benefits, paid sabbatical leave, and various training and development opportunities. The company fosters a strong culture centered around care, growth, trust, ownership, and humility.

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