PartnerHero is hiring a
Team Lead

Summary

Join a dynamic team at PartnerHero as a Team Lead in mental health care access. You will work with patients to find an in-network provider and facilitate successful operations by leading a team of associates. This role requires strong leadership, communication, and empathy skills.

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
• Knowledge/experience in care coordination, medical scheduling, and medical administration preferred
• An identification with PartnerHero’s Core Values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust

Responsibilities

• Helping patients gain access to mental healthcare through email and phone
• Troubleshooting problems with users and educating them
• Coordinating between insurance payers and patients to arrange care
• Supporting patients in finding the best provider who meets their needs 'provider matching
• Explaining benefits details and out-of-pocket costs according to the patient’s plan
• Triaging high-urgency customer situations with clear, empathetic, and solution-oriented communication
• Advocating for payers and patients by proactively surfacing frictions in customer experience, and proposing process and product iterations, in the service of the partner’s mission
• Providing constant valuable feedback for all stakeholders - Program Manager, Partner POC, and Associates
• Attending and contributing to weekly meetings with the partner
• Leading weekly team meetings or huddles
• Conducting regular 1:1s with each of your direct reports
• Hosting productive performance-based conversations with teammates
• Working with a team of leaders to support partner-content updates and ancillary teams
• Leading individual providing real-time support to fellow team members
• Advocating for product or knowledge-base changes
• Providing quality feedback to foster improvement for each of your team members and document performance issues or opportunities for development as required
• Providing and/or facilitating training to new hires or current associates as needed
• Supporting/Assisting associates during production and assigning associates to new and different tasks as required
• Monitoring production levels for each associate (using Zendesk Explore or other metric data tools)
• Building and maintaining the team’s schedule to ensure appropriate coverage
• Participating in the hiring process by helping to Identify and select ideal candidates according to the program’s needs
• Ensuring all applicable PartnerHero and partner policies are followed
• You 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

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