Member Care and Provider Specialist/Customer Service, Healthcare
Centivo
Customer Care Associate
Headway
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $26 - $38 per hour
Job Level
JuniorMid-Level
About the role
- Deliver on the Headway promise by effectively and empathetically helping providers and patients through issues
- Guide providers and patients one-on-one via email, live chat and phone
- Resolve ~40 provider/patient inquiries daily, Mon-Fri 9 AM - 6 PM (open to all US-based time zones), consulting available resources and team
- Troubleshoot and resolve operational and technical issues to make Headway feel like magic
- Continuously learn and upskill on Headway’s evolving product, services, and insurance practices
- Advocate for providers and patients by proactively surfacing frictions and proposing process and product iterations
- Work with team to elevate customer experience and implement new/improved solutions
Requirements
- Top-notch problem-solving and communication skills; outstanding verbal and written communication
- Ability to handle sensitive and high-pressure client-facing conversations and de-escalations with calm, poise and optimism
- Good judgment and discretion; lead with integrity
- Ability to meet and exceed tactical goals while upholding high quality of work
- Thrive in a high-paced tech environment; strong interest or prior experience in healthcare
- Experience supporting customers via email, live chat, and phone
- Ability to resolve operational and technical issues and guide providers and patients through their user journey
- Availability to work Mon-Fri 9 AM - 6 PM (open to all US-based time zones)
- Capacity to solve ~40 provider/patient inquiries daily
- Ability to consult available resources, collaborate with team members, and surface product/process improvements
- Ability to work legally in the United States (Headway participates in E-Verify)
Benefits
- Equity Compensation
- Medical, Dental, and Vision coverage
- HSA / FSA
- 401K
- Work-from-Home Stipend
- Therapy Reimbursement
- 16-week parental leave for eligible employees
- Carrot Fertility annual reimbursement and membership
- 13 paid holidays each year
- Flexible PTO
- Employee Assistance Program (EAP)
- Training and professional development
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
problem-solvingcommunicationtechnical issue resolutioncustomer supportemail supportlive chat supportphone supportprocess improvementoperational troubleshootinguser journey guidance
Soft skills
empathycalmnesspoiseoptimismgood judgmentdiscretionintegritycollaborationadaptabilityhigh-pressure conversation handling
