Customer Care Associate, Headway
$29.64 to $32.93/hr dependent on location. + Equity Compensation
Therapist-by-insurance marketplace
Open for applications
Therapist-by-insurance marketplace
1001+ employees
Open for applications
$29.64 to $32.93/hr dependent on location. + Equity Compensation
1001+ employees
Company mission
To build a new mental healthcare system, rewired for access and affordability.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
1 in 4 US citizens are currently living with treatable mental health conditions, however, a vast majority of people are unable to access the care they need, the primary reason being cost. Headway connects clients with therapists who accept insurance as payment and provides independent practitioners with the tools and resources needed to serve their patients and manage administrative workloads.
Headway’s concept is timely, with national mental health under particular strain following events from the past few years. The company facilitates over 300,000 appointments per month and has attracted backing from the likes of Accel and Google Ventures.
Covering 16 states and the District of Columbia, the company intends to broaden its presence across the US using its 2023 Series C funding of $125 million. This is a crucial avenue for further growth, as medical care deserts across the US mean the potential market is vast.
Freddie
Company Specialist at Welcome to the Jungle
Insights
64% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jul 2024
$100m
LATE VC
Oct 2023
$125m
SERIES C
Total funding: $327m
Company benefits
- Work from home opportunities
Company HQ
Tribeca, New York, NY
Leadership
Andrew Adams
(CEO)Worked as a Product Analyst at Spring, and was a Software Development Engineer Intern at Amazon.
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