Bilingual Customer Support Specialist - Remote

Overview

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.

In Short

• Provide a high-standard of empathetic and solution-oriented support to clients and providers through inbound call
• 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.

Requirements

• Fluent in Spanish (written and spoken)
• 1 year (minimum) experience phone, and/or live chat in a Customer Support role
• Excellent verbal communication skills and comfort with sensitive conversations
• Strong empathy, communication, and listening skills
• Self-drive, attention to detail, and quick to learn new constantly changing information
• Passion for expanding access to mental health care
• Willingness to travel occasionally to a company hub
• Knowledge/experience in care coordination, insurance terminology, medical scheduling, or medical administration
• Strong problem-solving skills and ability to handle difficult situations professionally.
• An identification with PartnerHero’s Core Values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust

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