Customer Care Associate

🕒 August 31

🇺🇸 United States – Remote

💵 $54.4k - $80k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Headway

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2019

🏥 Healthcare

🏪 Marketplace

☁️ SaaS

💰 $100M Series D - Headway on 2024-07

Healthcare • Marketplace • SaaS

Headway is a healthcare technology company (Therapymatch, Inc. ) that operates an insurance-native marketplace connecting people with licensed mental health providers — therapists and psychiatrists — for in-person and online care. Headway matches users with providers by specialty, location, and insurance coverage, handles insurance verification and billing, and offers tools for providers (provider portal and an insurance-native EHR) to reduce administrative burden. The platform partners with 100+ insurance plans, supports many languages, and emphasizes affordable, in-network mental health care.

📋 Description

• Guide providers and patients through their experience on Headway • Support customers through email, live chat, and phone • Resolve providers’ and patients’ operational and technical issues • Handle approximately 40 provider/patient inquiries daily • Consult available resources and team members to resolve inquiries • Work coverage hours Monday–Friday 9 AM–6 PM and Saturday–Sunday 8 AM–7 PM ET • Continuously learn Headway’s evolving products, services, and insurance practices • Surface customer-experience friction proactively • Propose process and product improvements • Collaborate with the team to bring improved customer solutions to life

🎯 Requirements

• Outstanding verbal and written communication skills • Succinct, clear, friendly, empathetic, and solution-oriented communication • Ability to navigate sensitive and high-pressure client-facing situations and de-escalations • Good judgment and discretion • Integrity and thoughtful decision-making • Ability to meet and exceed tactical targets while maintaining high-quality work • Strong problem-solving ability • Strong interest or prior experience in healthcare • Weekend availability • Quiet, private workspace equipped with high-speed internet • Must be authorized to work in the United States for any employer • Must indicate whether visa sponsorship is required now or in the future

🏖️ Benefits

• Offers equity • Robust health and wellness benefits • Retirement savings • Meaningful ownership opportunities through equity • Remote work across the US • Option to work from Headway offices in New York City or San Francisco • Reasonable accommodations for persons with disabilities