Customer Care Associate

About the role

The organization operates in the mental healthcare industry, addressing the challenge of limited insurance acceptance among providers, which makes therapy inaccessible for many. It has developed software that automates administrative tasks like credentialing, claims, and payment reconciliation, easing the burden on providers. The platform supports over 75,000 providers across all 50 states and serves more than 1 million patients, aiming to transform mental healthcare delivery by enabling providers to manage their practices efficiently and improving patient access to care. The Customer Care Associate role focuses on supporting providers and patients by resolving their inquiries and challenges related to the organization's platform. This position ensures a smooth experience for users through direct communication channels such as email, live chat, and phone, contributing to customer satisfaction and the overall mission of improving mental healthcare access.

Responsibilities

• Assist providers and patients with issues encountered on the platform via email, live chat, and phone.
• Handle approximately 40 inquiries daily, providing clear and empathetic solutions.
• Work during expanded support hours including weekdays and weekends.
• Continuously update knowledge of the platform’s products, services, and insurance processes.
• Identify and report customer experience challenges and suggest improvements.

Requirements

• Excellent verbal and written communication skills.
• Ability to manage sensitive and high-pressure conversations with composure.
• Strong judgment and discretion in decision-making.
• Goal-oriented with a focus on quality and meeting targets.
• Problem-solving mindset with attention to root causes and effective resolutions.
• Access to a quiet, private workspace with reliable high-speed internet.
• Willingness to work remotely across US time zones, including some weekends and holidays.