Job Description:
• Troubleshoot and resolve issues raised by clients and therapists via phone and live chat
• Investigate problems to identify root causes
• Work with Product teams to improve the platform
• Assist and educate customers on the Grow Therapy platform
• Provide excellent customer service to clients and therapists
• Serve as the go-to resource and advocate for clients and therapists
• Support customers throughout their journey with Grow Therapy
Requirements:
• One year of experience with insurance across multiple commercial and government payers
• Strong knowledge of medical terminology and ICD-10/CPT codes, preferably in mental health
• Experience with Claim MD or Availity verifying benefits and reading EOBs
• Ability to comprehensively explain benefits to patients
• Experience working within various payer portals
• Self-motivated, eager to learn, and comfortable with ambiguity and asynchronous communication
• Problem-solving ability and curiosity about health tech
• Kindness and empathy with customer experience as a priority
• Ability to work independently and remotely and adapt to changing priorities and customer needs
• Comfortable meeting quantitative metrics, including daily conversation volume
• Comfortable working at a fast-paced startup
• Bilingual ability is a bonus, preferably Spanish
• Resume must be uploaded in PDF format
Benefits:
• Comprehensive medical, dental, vision, life, and disability coverage
• No-cost access to therapy through the Grow platform (available to US employees)
• Retirement savings programs and equity opportunities
• Flexible time off, company-paid holidays, and company-wide Winter Break
• Up to 18 weeks of paid parental leave and a new child stipend
• Dedicated weekly flexible time for self-care
• Annual wellness and development stipend
• Pre-tax commuter benefits for hub-location employees
• Home office support and meal benefits
• Wellness memberships, virtual care, pet insurance discounts where available, and global travel assistance
• Travel 2–3 times per year for company and department offsites