Customer Support Team Lead

Summary

Join PartnerHero as a Team Lead and help patients access mental healthcare. You will work remotely, coordinating care between insurance payers and patients, troubleshooting issues, and providing exceptional customer service. This role requires leadership experience, strong communication skills, and a passion for mental health. You will lead a team, provide training, and contribute to process improvements. PartnerHero offers a competitive compensation package, including benefits and professional development opportunities. The position is full-time, Monday-Friday, with a start date of March 6, 2025. Remote work is available for candidates residing in specific states.

Requirements

• Previous leadership experience (1-yr minimum)
• 2 + years of experience in a Customer Experience role
• Excellent verbal and written communication skills; comfort with phones, and sensitive conversations
• Strong empathy skills and listening skills
• Passion for expanding access to mental health care
• An identification with PartnerHero’s Core Values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust

Responsibilities

• Help patients gain access to mental healthcare through email and phone
• Troubleshoot problems with users and educate them
• Coordinate between insurance payers and patients to arrange care
• Support patients in finding the best provider who meets their needs "provider matching"
• Explain benefits details and out-of-pocket costs according to the patient’s plan
• Triage high-urgency customer situations with clear, empathetic, and solution-oriented communication
• Advocate for payers and patients by proactively surfacing frictions in customer experience, and propose process and product iterations, in the service of the partner’s mission
• Provide constant valuable feedback for all stakeholders - Program Manager, Partner POC, and Associates
• Attend and contribute to weekly meetings with the partner
• Lead weekly team meetings or huddles
• Conduct regular 1:1s with each of your direct reports
• Provide quality feedback to foster improvement for each of your team members and document performance issues or opportunities for development as required
• Provide and/or facilitating training to new hires or current associates as needed
• Supporting/Assist associates during production and assigning associates to new and different tasks as required
• Monitor production levels for each associate (using Zendesk Explore or other metric data tools)
• Build and maintain the team’s schedule to ensure appropriate coverage
• Participate in the hiring process by helping to Identify and select ideal candidates according to the program’s needs
• Ensure all applicable PartnerHero policies are followed
• You will perform project duties and tasks that are within your skill and expertise level for your role as assigned by program management
• You may flex between program duties and provide ad hoc support for program specific projects, products, queues, and coverage
• Depending on business needs and the needs of our partner, occasional shift realignments, holiday coverage, and schedule assignments are subject to change at any time and require your ability to meet assigned schedules

Preferred Qualifications

Knowledge/experience in care coordination, medical scheduling, and medical administration

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