Team Lead

Summary

Join PartnerHero as a Team Lead and play a crucial role in expanding access to mental healthcare. You will lead a team dedicated to connecting patients with in-network mental health providers, coordinating with insurance payers, and resolving operational and technical issues. This remote position requires strong leadership, communication, and problem-solving skills, along with experience in customer experience and healthcare. Responsibilities include team management, patient support, payer coordination, and process improvement. PartnerHero offers competitive compensation, attractive benefits, and opportunities for professional development.

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 proposing 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 facilitate training to new hires or current associates as needed
• Support/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

Preferred Qualifications

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

Benefits

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable
• Competitive compensation based on experience
• 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