Customer Care Associate
New
H
HeadwayMental healthcare technology
This is a full-time position open to candidates across all US geographic locations. Headway employees work remotely across the US, with the option to work from our offices in New York City or San Francisco., Coverage runs Monday–Friday 9 AM – 6 PM and Saturday–Sunday 8 AM – 7 PM ET.Full-TimeEntry
Salary not disclosed
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Job Details
- Required Skills
- Problem SolvingWritten communicationVerbal communicationCustomer support
Requirements
- Demonstrate strong verbal and written communication skills.
- Communicate clearly, succinctly, warmly, empathetically, and with a solution-oriented approach.
- Handle sensitive, high-pressure client-facing conversations and de-escalations calmly.
- Use good judgment, discretion, and integrity when making decisions.
- Work toward tactical goals and targets while maintaining quality.
- Show strong problem-solving skills and a focus on finding root causes.
- Be available to work weekend shifts; shifts may also include holiday hours.
- Have a quiet, private workspace equipped with high-speed internet.
Responsibilities
- Help providers and patients resolve issues throughout their Headway user journey.
- Handle approximately 40 provider and patient inquiries daily through email, live chat, and phone.
- Consult available resources and teammates to resolve customer inquiries.
- Stay current on Headway’s evolving products, services, and insurance practices.
- Identify customer-experience friction and propose process and product improvements.
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