Omnichannel 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 handle a high volume of customer interactions via email, chat, and phone, addressing billing, payments, benefits, account access, and other inquiries. This full-time, permanent, remote position (US only) requires strong communication, problem-solving, and empathy skills. The 90-day training period will prepare you to navigate complex situations and advocate for clients. PartnerHero offers competitive salary, benefits, flexible work arrangements, and 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

• Flexible working arrangements (US Only)
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Competitive retirement benefits (US only)
• 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