Customer Service Supervisor

Garner's mission is to transform the healthcare economy, delivering high quality and affordable care for all. By helping employers restructure their healthcare benefit to provide clear incentives and data-driven insights, we direct employees to higher quality and lower cost healthcare providers. The result is that patients get better health outcomes while doctors are rewarded for practicing well, not performing more procedures. We are backed by top-tier venture capital firms, are growing rapidly and looking to expand our team.

The Role

We’re looking for a full-time Customer Service Supervisor to lead a group of Claims Concierge Associates on our high-growth Claims Concierge team and serve as an escalation point for Garner’s members. The role is focused on delivering a best-in-class member experience by digitally engaging to help members find the right healthcare for their needs.

Concierge serves as the voice of Garner, so you should be passionate about customer service and helping people solve their problems, and translating that to larger-scale preventive solutions. In this role, you will become an expert on Garner’s product, claims processing standards, and the needs of our members. You will lead a team of Associates whose role is to be the go-between our claims processing team and interacting directly with members. You will manage the team’s to better quality outcomes, ensure we hit our operating metrics, serve as an escalation point for complex member issues, and execute ideas for continuous improvement.

To ensure that we have coverage for Garner users, the Customer Service Supervisor will have some coverage requirements. Current service operates weekdays during east coast business hours, though that may change in the future as needs dictate. Garner is headquartered in NYC, but this position is remote.

Responsibilities:

• Delivering exceptional service to our members on the most complex tickets via phone, chat, and email, offering education and guidance to help them understand their benefit and find the right provider
• Overseeing the quality and efficiency of the Concierge Associates and ensuring all key performance metrics are being met
• Answering detailed process questions by team members and ensuring all issues are resolved in a timely manner
• Coaching team on best practices and identifying areas of improvement in current processes
• Relaying member feedback to product and operations teams to improve Garner’s solution
• Maintaining detail-oriented working knowledge of employer health benefits and insurance
• Be a subject matter expert in member-facing issues related to claims processing
• Work closely with claims processing team and stay up date to policy changes

The Ideal Candidate Has:

• Minimum of 4 years relevant experience with increasing levels of responsibility in a customer support or operations role
• Experience managing a team and driving excellent results
• A passion for helping people solve their problems, with an ability to think creatively and empathetically while staying calm under pressure
• Excellent written and verbal communication skills
• A high level of process-orientation, digital organization, and resourcefulness
• A desire to work in a rapidly evolving startup environment
• A desire to be a part of our mission to improve the healthcare system

The salary range for this position is: $65,000 - $80,000. Compensation for this role will depend on a variety of 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.