Member Support Supervisor, Garner Health
$65-80k
+ Eligible to participate in our equity incentive
Data-powered doctor search tool
Be an early applicant
Data-powered doctor search tool
101-200 employees
Be an early applicant
$65-80k
+ Eligible to participate in our equity incentive
101-200 employees
Company mission
To transform the healthcare economy, delivering high quality and affordable care for all.
Role
Who you are
- A minimum of 4 years of experience in a customer support or operations role, with a proven track record of managing a team to drive excellent results
- A passion for developing team members and helping users
- The ability to think creatively and stay calm under pressure
- A data-driven approach to decision-making and process improvement
- A desire to work in a fast-paced startup environment and a willingness to "roll up your sleeves" to get the job done
- A genuine interest in our mission to improve the U.S. healthcare system
What the job involves
- Garner is looking for a full-time, remote Member Support Supervisor to lead a team of Associates on our fast-growing Concierge Team
- The Concierge Team sits at the heart of Garner's operations, serving as the primary point of contact for our members
- You will guide your team to offer personalized support through chat, email, and phone, helping members navigate complex healthcare decisions
- This role requires being on-call during scheduled shifts to ensure coverage for our members. Garner’s business hours are Monday–Friday, 8 am–10 pm ET
- Team Leadership & Development: Lead and develop a team of 8–12 Concierge Associates, holding regular team meetings and 1:1s and managing all aspects of individual performance, from coaching to development plans
- Performance Oversight: Review ticket quality and use data to hold your team accountable; ensure consistent adherence to Garner’s processes and standards for service timeliness and quality
- Expert Support & Escalation: Act as a subject matter expert, handling the most complex member inquiries and serving as the primary point of resolution for questions from your team and internal stakeholders
- Scheduling & Training: Ensure appropriate team scheduling to meet member demand and oversee the successful onboarding and training of new team members
- Process Improvement: Identify and implement initiatives to enhance the member experience and relay member feedback to improve Garner’s product
Our take
An overworked US healthcare system has resulted in long waits and expensive prices. Due to rising costs, the health insurance industry often leads to patients not accessing the care that they need. Garner Health creates digital services that allow patients to find a medical expert that fits their specific needs, whatever their insurance circumstances are.
The startup provides an app that analyses local health-insurance claims history through AI. This data is used to recommend local medical professionals that will work with a patient's circumstances whilst providing direct communication channels for liaising. This helps patients to identify the highest-quality doctors and helps doctors improve how they practice medicine.
Despite other companies providing similar bespoke healthcare services, Garner Health shows a cutting edge by partnering with patient employers. This provides the financial incentive that employers must cover all or a portion of medical expenses, making healthcare financially accessible for all involved. The company has good funding at its back, and in 2022 partnered with Marathon Health towards reducing the inefficiencies of specialty referrals.
Steph
Company Specialist at Welcome to the Jungle
Insights
142% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Dec 2021
$45m
SERIES B
Feb 2021
$12.5m
SERIES A
Total funding: $61.3m
Company HQ
Flatiron District, New York, NY
Leadership
Nick Reber
(CEO)They studied Mathematics at Brown before joining Bridgewater Associates as a Senior Investment Associate in 2006. Left Bridgewater in 2016 to join Oscar Health's Leadership Team. Founded Garner in 2018.
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