Customer Care Associate at Headway Masters LLC

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Full Time

Start Date

Immediate

Expiry Date

26 Dec, 25

Salary

38.46

Posted On

27 Sep, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication, Problem-Solving, Customer Service, Empathy, Judgment, Discretion, Tactical Goals, De-escalation, Integrity, Technical Support, Healthcare Knowledge, Adaptability, Team Collaboration, Attention to Detail, Time Management, Conflict Resolution

Industry

Mental Health Care

Description

Headway’s mission is a big one – to build a new mental health care system everyone can access. We’ve built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance. 1 in 4 people in the US have a treatable mental health condition, but the majority of providers don’t accept insurance, making therapy too expensive for most people. Headway is building a new mental healthcare system that everyone can access by making it easy for therapists to accept insurance and scale their practice. Headway was founded in 2019. Since then, we’ve grown into a diverse, national network of over 60,000 mental healthcare providers across all 50 states who run their practice on our software and have served over 1 million patients. We’re a Series D company with over $325m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, Forerunner Ventures and Health Care Service Corporation. We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better. We are looking for a top-notch problem-solver and communication whiz to guide our providers and patients through their experience on Headway. The Customer Care 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. By working with our customers through email, live chat and phone you will guide them through any challenge, resolve their operational and technical issues, and make Headway feel like magic. Being results- and impact-driven, you thrive on helping providers/patients through any challenges they have on Headway. You enjoy delighting customers with every interaction, and solving any issues they have on Headway in a clear, friendly and effective way. Guided by our principle of Act Like a Headway Owner, you never miss a chance to elevate our customers' experience and work with your team to bring new and improved solutions to life. Being in healthcare tech, you thrive in a high-paced tech environment and have strong interest or prior experience in healthcare. You will: Deliver on the Headway promise. Driven by our mission and your love of problem-solving, you will effectively and empathetically help our providers and patients through any issues they encounter along their Headway user journey. Resolve inquiries for our Providers and Patients. Solve ~40 provider / patient inquiries via email, live chat and phone daily, Mon-Fri 9 AM - 6 PM (open to all US-based time zones), consulting available resources and your team. Continuously learn and upskill. Being committed to ongoing growth and development, you will use available resources to continuously stay up-to-speed on Headway’s evolving product and service, and insurance practices. Advocate for our providers and patients: You will proactively surface frictions in customer experience, and propose process and product iterations, in the service of Headway’s mission. You will love this job if... Communication is your superpower. You have outstanding verbal and written communication skills; you’re succinct, clear, friendly, empathetic, and always solution-oriented. You tackle challenging conversations head-on. You navigate sensitive and high-pressure client-facing situations and de-escalations with calm, poise and optimism. You have good judgment and discretion. You lead with integrity; you make thoughtful decisions with positive intent. You thrive with tactical goals. You’re competitive and seek to always meet and exceed targets while upholding the highest quality of your work. You’re a passionate problem-solver. You enjoy a challenging scenario and you always seek to get to the root cause, and find elegant solutions for customers. Compensation and Benefits: The expected hourly rate of pay for this position is $26.15-$38.46 based on a variety of factors including qualifications, experience, and geographic location. We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential. Benefits offered include: 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 Flexible PTO Employee Assistance Program (EAP) Training and professional development We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience. Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please inform the recruiter when they contact you to schedule your interview. Headway employees work remotely across the US, with the option to work from offices in New York City, San Francisco and Seattle. Headway participates in E-Verify. To learn more, click here.

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Responsibilities

You will guide providers and patients through their experience on Headway, resolving operational and technical issues. You will ensure a high-quality customer experience through effective communication and problem-solving.