Customer Experience Associate

About the role:

We’re looking for a full-time Customer Experience Associate to join our high-growth Claims team.

The Claims team is responsible for ensuring that our members’ claims get paid accurately and quickly. We do this by evaluating claim submissions and supporting members through the process. Ultimately, we strive to deliver a best-in-class “claims experience” for every member.

In this role, you will be on the front line of our team, evaluating claim submissions and interacting with members via chat, email, and phone to help them navigate the claims process. You will become an expert on Garner’s product, claims processing standards, and the needs of our members. The Claims team is a key touchpoint for our members, so you should be passionate about helping people and a proactive problem solver.

To ensure that we can respond to issues in real time, Associates have some schedule requirements. Current operations run weekdays during East Coast hours of 8am to 10pm, though that may change in the future as needs dictate.

This position is fully remote.

What you will do:

• Evaluate claims to determine whether they qualify for reimbursement
• Deliver exceptional service to our members via phone, chat, and email, offering education and guidance to help them navigate the Garner claims process
• Follow documented best practices for handling claims and communicating with members; suggesting process improvements as you identify them
• Manage and organize workload using Garner’s platform and tools, including Zendesk and G Suite
• Achieve pre-defined goals for efficiency, responsiveness, and quality
• Triage and escalate complex and urgent member situations
• Retain detail-oriented working knowledge of Garner processes and healthcare billing practices
• Relay member feedback to leadership teams to improve Garner’s solution

What you will bring to the team:

• A passion for helping people solve their problems with an ability to think creatively and empathetically
• Experience working in a customer-facing or operations environment with demonstrated experience staying calm under pressure
• Excellent written and verbal communication skills
• A high level of detail- and process-orientation, digital organization, and resourcefulness
• A desire to work in a rapidly evolving startup environment; comfortable with some ambiguity
• A desire to be a part of our mission to improve the healthcare system
• A quiet and distraction-free work environment with a reliable internet connection (ability to hard wire if needed strongly preferred)
• A bachelor’s degree is preferred but not required

Compensation Transparency:

The base compensation for this position is: $18-$22/hr. This position will also include a $0.50 additional hourly bump for English/Spanish bilingual candidates. Individual compensation for this role will depend on various factors, including qualifications, skills, and applicable laws. In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans, including but not limited to: flexible PTO, Medical/Dental/Vision plan options, 401(k) with company match, flexible spending accounts, Teladoc Health and more.