Customer Support Specialist II

Role Details

Type of Support : Omnichannel (Phone, Email, Chat)

Contract Duration : Full-time

Training Schedule : 8 : 00 AM - 5 : 00 PM CST Monday - Friday

Work Schedule : 8 : 00 AM - 5 : 00 PM CST Monday - Friday

Work Type and Location : Remote, US - Any

Expected Start Date : August 12, 2024

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

The individual filling this role will be one of the critical members of our operations team, supporting members and providers by phone, chat, and email.

The individual filling this role will also be reviewing calls and chats and assessing compliance with company policies and procedures.

You will be expected to interface and work collaboratively with our leadership, provider engagement team, and training and program management in order to drive this business forward.

A successful candidate will be able to demonstrate exceptional customer service skills, adapt quickly to changing tools and processes, and embody our vision to provide a more human health plan.

They will also be able to accurately and efficiently score an interaction against a QA rubric including coaching recommendations, generate reports on the trends observed, and be on the lookout for ways to improve the quality rubric or support processes.

The ideal candidate will be detail-oriented, focused, able to work independently, and able to confidently express areas of improvement backed by data.

They will demonstrate key characteristics such as responsibility, reliability, product knowledge, leadership (leads by example), positive attitude, open to feedback, coaching skills, mentor & a good relayer.

What You’ll Do :

• Explaining plan and network structure to providers billing the partner for the first time
• Managing incoming requests to add providers to the network from members
• Gathering necessary information for negotiation of contracts before escalating to the partner team
• Maintaining member and dependent confidentiality in accordance with HIPAA
• Working with members, providers, and internal teams to ensure all necessary documentation is received and completed
• Performing other duties and tasks as assigned by program management
• Maintaining QA scores, SLAs, and personal backlog at the benchmarks set for the program

What We Expect From You :

• Experience using Zendesk, our customer relationship management tool
• Strong, confident, and collaborative communicator
• High level of attention to detail
• Heavy reliability in people skills and proficiency for problem-solving
• Ability to maintain composure and focus under pressure
• Strong understanding of service level expectations and strive to meet or exceed them without compromising the member experience
• Comfortable identifying and owning mistakes or growth opportunities. You take steps to learn, improve, and grow
• Passionate about helping people and providing exceptional levels of care
• Previous work experience at a startup or new business venture is a plus
• Infectious ambition, positivity, engagement, and the desire to help

What You’ll Get In Return :

• 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
• Access to free posture-based fitness workouts from homePaid 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

PRIVACY NOTICE

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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 .