[Hiring] Customer Care Associate @Headway

Role Description

We are looking for a top-notch problem-solver and communication whiz to guide our providers and patients through their experience on Headway. The CX Team’s mission is to deliver on the Headway promise to our providers, and in this role, you will ensure this mission through one-on-one interactions with our providers and patients.

• Deliver on the Headway promise by effectively and empathetically helping our providers and patients through any issues they encounter along their Headway user journey.
• Resolve inquiries for our Providers and Patients by solving approximately 40 provider/patient inquiries via email, live chat, and phone daily.
• Continuously learn and upskill by using available resources to stay up-to-speed on Headway’s evolving product and service, and insurance practices.
• Advocate for our providers and patients by proactively surfacing frictions in customer experience and proposing process and product iterations.

Qualifications

• Outstanding verbal and written communication skills; succinct, clear, friendly, empathetic, and solution-oriented.
• Ability to tackle challenging conversations head-on and navigate sensitive, high-pressure client-facing situations with calm and optimism.
• Good judgment and discretion, leading with integrity and making thoughtful decisions with positive intent.
• Competitive nature, seeking to meet and exceed targets while upholding the highest quality of work.
• Passionate problem-solver who enjoys challenging scenarios and seeks to find elegant solutions for customers.

Requirements

• This is a full-time position open to candidates across all US geographic locations.
• Weekend availability required, as shifts may take place on weekend/holiday hours.
• Candidates must have a quiet, private workspace equipped with high-speed internet to fulfill shifts.

Benefits

• Remote work across the US, with the option to work from our offices in New York City or San Francisco.

Company Description

Headway’s mission is to fix the barriers to mental healthcare by building a new system everyone can access. We automate the administrative work of credentialing, claims, and payment reconciliation, allowing over 75,000 providers to serve over 1 million patients. We are a Series D company with $325M+ in funding, looking for exceptional people to help us achieve this mission.