Customer Support Specialist
UpshopSalary not specified
Full Time
Entry Level & New Grad
Not SpecifiedCompensation
Entry Level & New Grad, Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Mental Health Care, Health Technology, SaaSIndustries
Requirements
Candidates should possess outstanding verbal and written communication skills, being succinct, clear, friendly, empathetic, and solution-oriented. They must be able to navigate sensitive and high-pressure client-facing situations and de-escalations with calm and poise. The role requires good judgment, discretion, integrity, and the ability to make thoughtful decisions with positive intent. A competitive spirit and a drive to meet and exceed tactical goals while maintaining high quality are essential. A passion for problem-solving, identifying root causes, and finding elegant solutions is also required. Prior experience or strong interest in healthcare is preferred.
Responsibilities
The Customer Care Associate will guide providers and patients through their experience on Headway, resolving operational and technical issues via email, live chat, and phone. They will address approximately 40 provider/patient inquiries daily, Monday through Friday, from 9 AM to 6 PM in all US-based time zones. The role involves continuously learning about Headway's evolving product, service, and insurance practices. Additionally, associates will advocate for providers and patients by proactively surfacing customer experience frictions and proposing process and product iterations to support Headway's mission.
Skills
Customer Support
Problem-Solving
Communication
Email Support
Live Chat Support
Phone Support
Technical Support
Operational Support
Headway
Connects patients with affordable mental health services
About Headway
Headway simplifies the process of finding and paying for mental health therapy. It operates in the mental health market, addressing the challenge that many Americans face in accessing care due to high costs and complicated insurance processes. For individuals, Headway provides a platform where they can easily search for therapists and psychiatrists who accept their insurance, allowing them to find the right mental health care without incurring out-of-pocket expenses. For mental health care providers, Headway reduces the administrative workload associated with accepting insurance, enabling them to focus more on patient care. The company connects patients with providers while ensuring effective use of insurance, and it generates revenue by partnering with health plans and providers. Headway's goal is to create a more accessible and affordable mental healthcare system.
New York City, New YorkHeadquarters
2019Year Founded
$318.1MTotal Funding
LATE_VCCompany Stage
HealthcareIndustries
1,001-5,000Employees
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 as well as a Holiday Break during the week between December 25th and December 31st
Flexible Paid Time Off
Employee Assistance Program (EAP)
Training and professional development
Risks
Increased competition from platforms like BetterHelp and Talkspace.
Potential backlash from professionals feeling undervalued by Headway's platform.
Regulatory scrutiny as Headway expands into Medicare Advantage and Medicaid.
Differentiation
Headway simplifies finding and paying for therapy with an insurance-accepting provider network.
It reduces administrative burdens for mental health professionals, enhancing focus on patient care.
Headway's platform offers both virtual and in-person therapy sessions, increasing accessibility.
Upsides
Raised $100M in Series D to expand into Medicare Advantage and Medicaid.
Partnerships with Cigna and Blues plan to expand services to all 50 states.
Growing demand for telehealth services boosts Headway's market potential.
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