Hive Health

Customer Support

• As a Customer Support Representative, you play a key role in ensuring a seamless and positive experience for members across their healthcare journey
• Act as a primary point of contact for member inquiries related to healthcare plans, benefits, care availments, claims, and platform usage through calls and digital support channels
• Provide clear, accurate, and empathetic assistance while maintaining a patient-centric approach
• Take ownership of member concerns by managing cases through to resolution and ensuring timely follow-ups
• Accurately document interactions, actions taken, and outcomes in internal systems
• Collaborate with internal teams such as MedOps, Product, Finance, and Partnerships to resolve member issues and facilitate next steps
• Support a shifting work schedule to ensure adequate coverage for a 24/7 in-house support operation
• Uphold company standards for service quality, professionalism, and data privacy at all times
• Participate in training, knowledge-sharing sessions, and process updates to stay current on services, policies, and platform enhancements

Customer Support Representative

Customer Success Manager

• Act as a primary point of contact for member inquiries related to healthcare plans, benefits, care availments, claims, and platform usage through calls and digital support channels
• Provide clear, accurate, and empathetic assistance while maintaining a patient-centric approach
• Take ownership of member concerns by managing cases through to resolution and ensuring timely follow-ups
• Accurately document interactions, actions taken, and outcomes in internal systems
• Collaborate with internal teams such as MedOps, Product, Finance, and Partnerships to resolve member issues and facilitate next steps
• Endorse tasks, follow-ups, or escalations to relevant teams while ensuring continuity of member experience
• Support a shifting work schedule to ensure adequate coverage for a 24/7 in-house support operation
• Uphold company standards for service quality, professionalism, and data privacy at all times
• Ensure compliance with internal policies, healthcare regulations, and confidentiality requirements
• Participate in training, knowledge-sharing sessions, and process updates to stay current on services, policies, and platform enhancements
• Contribute ideas and feedback that help improve member experience and operational efficiency

Customer Success Representative

• Oversee CS operations to ensure timely, accurate, and high-quality member support
• Manage and develop CS representatives through effective feedback loops, coaching sessions, and workshops to achieve performance, quality, and productivity targets
• Resolve escalated member concerns and coordinate with internal teams on high priority issues
• Implement and maintain CS processes, scripts, and knowledge base content for consistency and compliance
• Analyze service data, track CSAT and key CS metrics, and identify trends, recurring issues and proactive engagement opportunities
• Support and coordinate closely with other functions to deliver an extraordinary user experience

Customer Support Representative

Customer Success Representative

Customer Success Team Lead