Customer Care Associate
Headway
Summary
Headway's mission is to build a new mental healthcare system everyone can access. We are looking for a top-notch problem-solver and communication whiz to guide our providers and patients through their experience on Headway.
Job description
You will:
- Deliver on the Headway promise by effectively and empathetically helping 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, consulting available resources and your team. Coverage runs Monday–Friday 9 AM – 6 PM and Saturday–Sunday 8 AM – 7 PM ET; this role requires weekend availability.
- Continuously learn and upskill, using available resources to stay up-to-speed on Headway's evolving product and service, and insurance practices.
- Advocate for our providers and patients by proactively surfacing frictions in customer experience and proposing process and product iterations.
You will love this job if...
- Communication is your superpower: outstanding verbal and written communication skills; succinct, clear, friendly, empathetic, and solution-oriented.
- You tackle challenging conversations head-on: navigate sensitive and high-pressure client-facing situations and de-escalations with calm, poise and optimism.
- You have good judgment and discretion: lead with integrity and make thoughtful decisions with positive intent.
- You thrive with tactical goals: competitive and seek to always meet and exceed targets while upholding the highest quality of your work.
- You're a passionate problem-solver: enjoy a challenging scenario and always seek to get to the root cause and find elegant solutions for customers.
This is a full-time position open to candidates across all US geographic locations. Headway employees work remotely across the US, with the option to work from our offices in New York City or San Francisco. Shifts may take place on weekend/holiday hours. Candidates must have a quiet, private work space equipped with high-speed internet to fulfill shifts.
Requirements
- Outstanding verbal and written communication skills
- Ability to navigate sensitive and high-pressure client-facing situations and de-escalations with calm, poise and optimism
- Good judgment and discretion
- Tactical goal orientation and ability to meet and exceed targets
- Strong problem-solving skills
- Weekend availability required
- Quiet, private workspace with high-speed internet
- Strong interest or prior experience in healthcare
Benefits
- Medical, Dental & Vision
- HSA/FSA
- 401(k) Matching
- Carrot Fertility Reimbursement
- Paid Parental Leave
- Paid Medical Leave
- Paid Caregiver Leave
- Equity
Company overview
Headway is a technology-driven mental health care platform that connects patients with therapists and mental health professionals. The company operates as a digital healthcare provider, focusing on making mental health services more accessible and affordable. Headway's platform streamlines the process of finding in-network therapists, handling insurance verification, and managing appointments, thereby reducing barriers to mental health care. The company works with a network of licensed therapists and counselors across various specialties, offering services for individuals, couples, and families. By leveraging technology to simplify administrative processes, Headway enables mental health professionals to focus more on patient care while expanding access to services for those seeking treatment. The platform addresses critical challenges in mental health care delivery, including insurance complexity, provider availability, and appointment scheduling efficiency. Headway represents the growing trend of digital health solutions that combine healthcare delivery with technology infrastructure to improve patient outcomes and provider experiences in the mental health sector.