Customer Support Team Lead

Role Details
Channels: Overseeing voice, email, and/or chat interactions
Contract Duration: Full-time
Work Schedule: The working days are yet to be determined (2 consecutive days off are guaranteed). The hours of operation are between 9:00am - and - 8:00pm EST.
Work Type and Location: Remote, US: FL, VA, WA, AZ, OR, ID, MI, NC, PA, TX
Expected Start Date: August 31st, 2023
About The Role
Are you interested in mental health? Our partner is building a new mental healthcare system that everyone can access. We are looking for a Team Lead who will work with patients to help them find an in-network mental health provider and will also work with the insurance payers as well as facilitate successful operations by directly leading a team of associates and helping to optimize the team's contribution to the partner's operations.
This team’s mission is to deliver on the partner’s promise to providers, and in this role, you will ensure this mission through one-on-one interactions with our insurance payers and patients. By working with customers through email and phone you will guide them through any challenges, and resolve their operational and technical issues. You will consistently identify any trends and patterns in our providers' and patients' experience, and advocate for process and product changes to remove any friction and create a delightful experience.
As a Team Lead, you will be a point of contact for the partner regarding the program and you will be responsible for relaying key information, updates, and feedback to your team. You demonstrate key characteristics such as responsibility, reliability, process knowledge, leadership (leads by example), organizational skills, time management, positive attitude, openness to feedback, coaching, and mentorship skills. Your contribution is limitless and not confined to this job description. Being in healthcare tech, you thrive in a high-paced tech environment and have a strong interest or prior experience in healthcare.
You’ll Be...

• Supporting patients in finding the best provider who meets their needs "provider matching"
• Ensuring all applicable PartnerHero policies are followed
• Coordinating between insurance payers and patients to arrange care
• Providing constant valuable feedback for all stakeholders - Program Manager, Partner POC, and Associates
• Providing quality feedback to foster improvement for each of your team members and document performance issues or opportunities for development as required
• Conducting regular 1:1s with each of your direct reports
• 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
• Explaining benefits details and out-of-pocket costs according to the patient’s plan
• Participating in the hiring process by helping to Identify and select ideal candidates according to the program’s needs
• Providing and/or facilitating training to new hires or current associates as needed
• Monitoring production levels for each associate (using Zendesk Explore or other metric data tools)
• Supporting/Assisting associates during production and assigning associates to new and different tasks as required
• Helping patients gain access to mental healthcare through email and phone
• Triaging high-urgency customer situations with clear, empathetic, and solution-oriented communication
• Building and maintaining the team’s schedule to ensure appropriate coverage
• Attending and contributing to weekly meetings with the partner
• Leading weekly team meetings or huddles
• Troubleshooting problems with users and you will educate them

What You Bring To The Table

• Strong empathy skills and listening skills
• An identification with PartnerHero’s Core Values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust
• Excellent verbal and written communication skills; comfort with phones, and sensitive conversations
• Knowledge/experience in care coordination, medical scheduling, and medical administration preferred
• 2 + years of experience in a Customer Experience role
• Passion for expanding access to mental health care

What We Provide

• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Training opportunities provided by PartnerHero and outside entities
• Attractive benefits package including medical, dental, and vision options based on location
• Overtime is available if applicable
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Competitive compensation based on experience

Why PartnerHero?
PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 100+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.
How We’re Different
Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging, and opportunity.
Read more about our Core Values and story
PRIVACY NOTICE
PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.
To understand more about PartnerHero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center