Customer Support Specialist II - HW

About Us
A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day to day and thrive.

The Role

PartnerHero is looking for compassionate and organized individuals with an interest in customer service/support to join our specialty Customer Support team based in the United States. In this role, you will be assisting patients and providers with a variety of support topics including, but not limited to, billing and payment, scheduling clients, appointment attendance, and insurance verification. You will assist patients and providers by providing support via email, chat, and phone, delivering helpful solutions to ensure all requesters have a great customer service experience.

You are a highly ambitious individual who is passionate about interacting with and servicing our customers. You’ll interact through email, phone, and chat to provide an exceptional customer experience for everyone you encounter.

This role is fully remote but we would prefer individuals who currently reside In North Carolina, Florida, Georgia, Texas, Arizona or Michigan.

What you’ll do:

• Provide a high-standard of empathetic and solution-oriented support to clients and providers through email, chat, and voice (outbound calls).
• 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 navigating carrier platforms to verify plan benefits and status.
• Explain benefit details and out of pocket costs according to the client's plan.
• Support clients in finding providers who meet their needs based on the client or provider request
• Advocate for payers and clients by proactively surfacing friction in customer experience and proposing process and product iterations in the service of the partner’s mission.
• Navigate high-acuity interactions with empathy and/or positivity.
• Perform other customer support functions as needed.

What we expect from you:

• 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.
• Strong conflict resolution skills and ability to be empathetic in challenging situations.
• Understanding of active listening techniques.
• Comfortable using a computer.

What you’ll get in return:

• 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

Company Culture is at our core

Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].