Customer Success Specialist

🔥 17 hours ago

🇺🇸 United States – Remote

💵 $21 / hour

⏰ Full Time

🟢 Junior

🏆 Customer Success

🚫👨‍🎓 No degree required

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SonderMind

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

💼 Consulting

🛡️ Insurance

🏥 Healthcare

💰 $150M Series C - SonderMind on 2021-07

Consulting • Insurance • Healthcare

SonderMind is a national mental health company that connects people with therapy and psychiatry services through a consumer-facing platform and mobile app. It matches clients to licensed providers, supports scheduling and insurance billing, and offers measurement-based care and self-guided resources. SonderMind also provides tools and practice management support for clinicians and partners with health systems, payors, and other organizations to integrate mental healthcare.

📋 Description

• Handle high-volume inbound and outbound phone calls from clients and providers about billing, insurance claims, and account inquiries • Deliver accurate, empathetic, and professional support • Research and resolve billing discrepancies, outstanding balances, and insurance claim issues in real time • Navigate Salesforce, TalkDesk, SonderMind Admin, and internal knowledge bases simultaneously • Document call interactions, resolutions, and follow-up actions in Salesforce • Coordinate with billing and customer success teams on escalated issues • Meet performance metrics, including QA averages of 90%+ and case resolution targets • Manage sensitive client interactions and connect clients with appropriate resources • Learn the client and provider journey, platform, and billing workflows • Handle billing and customer support queues independently • Resolve complex billing and claims inquiries on the first call • Flag recurring issues and process-improvement opportunities • Complete ad-hoc projects as needed

🎯 Requirements

• 0 to 1+ years of experience in a customer-facing role • Experience handling inbound and outbound calls in a metric-driven environment • Ability to navigate multiple platforms simultaneously during a live call • Excellent verbal and written communication skills with a professional, empathetic phone presence • Availability to work shifts Monday–Friday between 7am–6pm MST • Previous call center experience in healthcare or behavioral health is a nice-to-have • Familiarity with CPT and ICD-10 coding is a nice-to-have • Experience with Salesforce, TalkDesk, or similar CRM/telephony platforms is a nice-to-have • Experience with insurance claims research, appeals, or collections is a nice-to-have • Startup or high-growth environment experience is a plus • Must be a U.S. resident and authorized to work for any employer in the U.S.

🏖️ Benefits

• A commitment to fostering flexible hybrid work • A generous PTO policy with a minimum of three weeks off per year • Free therapy coverage benefits for employees enrolled in medical plans • Competitive Medical, Dental, and Vision coverage • HSA with $1,100 company contribution and FSA options • Employer-paid short-term disability, long-term disability, life, and AD&D insurance • Salary-difference coverage for up to seven weeks of short-term disability leave after the waiting period • Eight weeks of paid Parental Leave • 401K retirement plan with 100% matching, immediately vested, on up to 4% of base salary • Travel to Denver once a year for annual Shift gathering • Fourteen company holidays • Company shutdown between Christmas and New Years • Supplemental life insurance • Pet insurance coverage • Commuter benefits