Customer Care Associate
New
H
HeadwayHealthcare Tech
Open to candidates across all US geographic locations, ETFull-TimeEntry
Salary$54.4K - $80K; $54.4K – $80K • Offers Equity; Base Salary Range $54.4K – $80K • Offers Equity
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Job Details
- Required Skills
- Problem SolvingCustomer support
Requirements
- Outstanding verbal and written communication skills.
- Ability to navigate sensitive and high-pressure client-facing situations and de-escalations with calm and poise.
- Strong judgment, discretion, and integrity in decision-making.
- Ability to thrive in a high-paced environment with tactical goals.
- Passionate problem-solving skills with a focus on root-cause analysis.
- Requirement for weekend and holiday availability (Coverage includes Monday–Friday 9 AM – 6 PM and Saturday–Sunday 8 AM – 7 PM ET).
- Must have a quiet, private work space.
- Must be equipped with high-speed internet to fulfill shifts.
- Interest or prior experience in healthcare preferred.
Responsibilities
- Deliver on the Headway promise by empathetically helping providers and patients through issues encountered during their user journey.
- Resolve approximately 40 provider and patient inquiries daily via email, live chat, and phone.
- Consult available resources and team members to find solutions.
- Continuously learn and stay up-to-speed on Headway’s evolving product, services, and insurance practices.
- Proactively surface friction in the customer experience and propose process and product iterations.
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