About Paytient:
We’re on a mission to help people better access and afford care.
Every day, millions of people, and their loved ones, need to see a doctor. For most of us, that moment is an uncertain one - we’re unsure of what’s wrong, who to go to, how long it’ll take to be seen, when we’ll feel better, and what it’ll cost.
Paytient partners with thoughtful employers and health plans who understand the impact of that moment and want to ensure that every one of their plan members are easily able to access and afford care. Our clients understand that an improved ability to self-pay for care changes patient behavior and creates value for the health plan. This founding belief is becoming an emerging standard of care in health plan design and is now, in fact, a mandatory capability in some governmental health plans. Founded in 2018, Paytient is now part of nearly 6,000 employer health plans and providing certainty that people are better able to access and afford care.
About The Role:
As a Client Support Supervisor, you will be responsible for overseeing the daily operations of the client support team, supervising a team of Client Support Representatives, as well as supporting escalated client and member needs pertaining to the Medicare Prescription Payment Plan product. Closely connected with the Medicare population, empathy is non-negotiable and member experience is the top priority. This role includes completing quality assurance reviews, helping build out content and training, as well as administering training, and handling complex member/client interactions. The ideal candidate will have strong leadership skills, a passion for customer service, a self-starter with a desire for building, and a commitment to continuous improvement.
Our Client Support Team is available for support seven (7) days a week from 6a-10p CST. The ideal candidate would appreciate a flexible work schedule during available support hours.
Our “remote with roots” model allows us to work where we thrive and gather as needed, often in our home office in Columbia, Missouri. This role can be performed from anywhere in the continental U.S., with the exception of Montana.
What You'll Do:
- Team Management:
- Assist with interviewing and selection of candidates for the client support representative role
- Supervise, mentor, and develop a team of client support representatives to ensure high levels of performance and engagement.
- Conduct regular one-on-one meetings, performance reviews, and provide feedback and coaching.
- Monitor team performance metrics and implement strategies for improvement.
- Quality Assurance:
- Conduct regular quality assurance reviews of interactions to ensure compliance with company policies and procedures.
- Provide feedback and training to client support representatives based on quality assurance findings.
- Member Interaction:
- Handle escalated member interactions through a variety of modalities, such as phone, chat, and/or email, providing resolution to complex issues and ensuring member satisfaction.
- Nurture member and client relationships.
- Serve as a point of contact for high-priority members and clients.
- Collaborate with other departments to resolve member issues and improve processes.
- Maintain a thorough understanding of company products, services, and policies to effectively assist members.
- Continuous Improvement:
- Identify opportunities for process improvements and implement changes to enhance team efficiency and effectiveness.
- Build and iterate best practices as we evolve
- Participate in the development and delivery of training programs for new and existing team members, as well as clients.
What You'll Bring:
- Strong communication and interpersonal skills, effectively communicates with a variety of audiences.
- Proven track record of being resourceful, demonstrating the ability to innovate, solve problems, and adapt to changing circumstances.
- Empowering leader, committed to developing and nurturing future leaders.
- Strong organizational skills-never letting anything fall through the cracks.
- Proactive self-starter with a strong ability to initiate tasks and projects independently.
- Growth mindset, capitalizing on learning opportunities and open to feedback.
- Proven ability to handle complex member interactions and resolve issues effectively.
- Desire to work in a fast-paced, growing start-up environment.
- Adaptable and welcomes change with open arms. We are growing and building a unique product and as our company continues to evolve our responsibilities adjust to align with the business need.
Requirements:
- 2-3 years of experience in a customer support role, healthcare, or related field.
- At least 1 year in a supervisory or leadership position.
- Proficiency in customer support software and tools.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Experience with quality assurance processes and standards.
Bonus Points:
- Resides in CoMo (Columbia, Missouri).
- Previous experience in healthcare or financial services
- Bilingual in English and Spanish
Benefits We Offer:
- Medical, dental and vision insurance
- $4,150 annual HSA contribution
- Paytient Health Payment Account (HPA)
- Monthly lifestyle spending stipend
- 33 days of annual PTO
- 401k plan access with a 4% employer match
- 16 weeks of fully-paid parental leave
- Stock options in Paytient
- ...and more!
Paytient is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
⚠️ Important Notice ⚠️ Please note that all official Paytient recruiting emails come from @paytient.com. If you receive emails from any domain other than @paytient.com, do not respond and report it to us immediately.
