About Us
We are on a mission to revolutionize the healthcare economy by providing high-quality, affordable care for all. Our innovative approach helps employers restructure their healthcare benefits, offering clear incentives and data-driven insights that guide employees to higher quality, lower-cost healthcare providers. The result? Better health outcomes for patients and appropriate rewards for doctors who practice well. We are a rapidly growing startup backed by top-tier venture capital firms, and we are excited to expand our team!
The Role
We are seeking a full-time Customer Service Supervisor to lead our high-growth Claims Concierge team. In this role, you will manage a group of Claims Concierge Associates and serve as an escalation point for our members. Your focus will be on delivering a best-in-class member experience through digital engagement, helping members find the right healthcare solutions for their needs.
As the voice of our company, you should be passionate about customer service and problem-solving, with the ability to translate individual issues into larger-scale preventive solutions. You will become an expert on our product, claims processing standards, and our members’ needs. Your leadership will drive the team towards better quality outcomes, ensure we meet our operating metrics, and implement continuous improvement strategies.
This position is remote, with coverage requirements during East Coast business hours (subject to change as our needs evolve).
Key Responsibilities
- Provide exceptional service for complex member inquiries via phone, chat, and email
- Educate and guide members on their benefits and help them find appropriate healthcare providers
- Oversee the quality and efficiency of the Concierge Associates team
- Ensure all key performance metrics are met
- Coach team members on best practices and identify areas for process improvement
- Relay member feedback to product and operations teams
- Maintain expert knowledge of employer health benefits and insurance
- Serve as a subject matter expert on member-facing issues related to claims processing
- Collaborate closely with the claims processing team and stay updated on policy changes
Ideal Candidate Profile
- Minimum 4 years of relevant experience in customer support or operations, with increasing levels of responsibility
- Proven track record in team management and driving excellent results
- Passion for problem-solving and ability to think creatively and empathetically under pressure
- Excellent written and verbal communication skills
- Strong process-orientation, digital organization, and resourcefulness
- Enthusiasm for working in a fast-paced startup environment
- Commitment to improving the healthcare system
Compensation And Benefits
- Salary range: \(65,000 - \)80,000 (based on qualifications, skills, and applicable laws)
- Opportunity to participate in our equity incentive plan
- Competitive benefits package
We are proud to be an Equal Employment Opportunity employer and value diversity in our workplace. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, disability status, genetic information, political views or activity, or other legally protected characteristics.
We are committed to providing accommodations for qualified individuals with disabilities throughout our recruiting process. If you need assistance or an accommodation due to a disability, please contact our talent team.
Note: We take job scams seriously. Our recruiters use company email addresses exclusively. We do not post open roles on Indeed, conduct interviews via text or instant message, ask candidates to download software or purchase equipment, or request sensitive information like bank account or social security numbers. If you suspect fraudulent activity related to our job postings, please report it to the appropriate authorities.
Employment Type: Full-Time