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Bilingual Customer Support Specialist

4 months ago

Phoenix, Arizona, United States PartnerHero Full time
Job DescriptionJob Description

Role Details

Type of Support: Omnichannel (Inbound, Outbound calls and emails)
Contract Duration: Full-time
Training and work schedule: Monday - Friday, 9:00 am - 6:00 pm EST | Saturday / Sunday off
Work Type and Location: Remote, US: FL, AZ, TX
Expected Start Date: June 20, 2024

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
Our partner is a growing mental healthcare system with the goal of expanding access to mental healthcare. We are looking for a Patient Care Navigator who will work with clients (patients), guide them through scheduling & onboarding, and prepare them for their mental health appointments.

This team's mission is to thoughtfully connect clients to mental health providers. You will ensure this mission through one-on-one phone interactions. By answering inbound calls, you will guide them through any challenges and resolve their operational and technical issues. You will consistently identify any trends and patterns in our clients' experience and advocate for process and product changes to remove any friction and create a delightful experience.

Being in healthcare, you thrive in a high-paced environment and have a strong interest or prior experience in healthcare/insurance.


What You'll Do:

  • Help clients gain access to mental healthcare through phone, email, and potentially chat
  • Support clients to set up their accounts and following up via email
  • Troubleshoot platform issues for clients and providers
  • Educate users on platform navigation
  • Support clients in finding the best provider who meets their needs
  • Triaging urgent customer situations with clear, empathetic, and solution-oriented communication
  • Advocate for clients by proactively surfacing friction in customer experience and proposing process and product iterations in the service of the partner's mission
  • Work closely with teammates to relay accurate information to patients
  • Perform project duties and tasks that are within your skill and expertise level for your role as assigned by program management
  • Flex between program duties and provide ad hoc support for program-specific projects, products, queues, and coverage
  • Depending on business needs and the needs of our partner, occasional shift realignments, holiday coverage, and schedule assignments are subject to change at any time and require your ability to meet assigned schedules

What We Expect From You:

  • Fluent in English and Spanish
  • 1 + years of experience in a Customer Experience role (voice, email, and/or chat)
  • Excellent phone skills
  • Strong empathy, communication, and listening skills; comfort with sensitive conversations
  • Self-drive and attention to detail
  • Passion for expanding access to mental health care
  • Knowledge/experience in care coordination, insurance terminology, medical scheduling, or medical administration is a bonus
  • An identification with PartnerHero's Core Values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust

What You'll Get In Return:

  • Flexible working arrangements
  • 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
  • Competitive retirement benefits
  • 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

Company Culture Is At Our Core
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

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact

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 here.

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