About Garner
At Garner, our mission is to revolutionize the healthcare economy by making high-quality, affordable care accessible to everyone. We work with employers to restructure healthcare benefits, offering clear incentives and data-driven insights to direct employees towards top-tier, cost-effective healthcare providers. This approach ensures better patient outcomes and rewards physicians for delivering quality care rather than sheer volume. Backed by leading venture capital firms, Garner is rapidly growing, and we are eager to expand our team with talented individuals.
Job Title: Customer Service Supervisor
Location: Remote (Work From Home)
Salary: $65,000 – $80,000 per year
Position Overview
We are seeking a dedicated Customer Service Supervisor to lead a team of Claims Concierge Associates in our fast-paced Claims Concierge department. This full-time, remote position is pivotal in delivering an exceptional member experience through digital engagement, guiding members to appropriate healthcare services based on their needs. You will serve as the voice of Garner, embodying our commitment to customer service and solving member challenges. As a supervisor, you will master Garner’s products, claims processing protocols, and member requirements, overseeing a team that acts as a liaison between claims processing and direct member interaction.
Key Responsibilities
- Member Support: Provide outstanding service for complex member inquiries via phone, chat, and email, educating members about their benefits and assisting them in finding suitable providers.
- Team Leadership: Monitor and enhance the performance and efficiency of Concierge Associates, ensuring key performance metrics are consistently met.
- Process Improvement: Answer detailed process-related questions, resolve issues promptly, coach the team on best practices, and identify process improvement opportuExperience: At least 4 years of relevant experience with progressive responsibility in customer support or operations roles.Leadership: Proven experience in managing a team and driving outstanding results.Problem-Solving: Passionate about helping others, with a knack for creative and empathetic problem-solving while remaining calm under pressure.nities.
- Feedback Relay: Communicate member feedback to product and operations teams to enhance Garner’s offerings.
- Industry Expertise: Maintain a comprehensive understanding of employer health benefits and insurance, serving as a subject matter expert on member-facing issues related to claims processing.
- Collaboration: Work closely with the claims processing team, staying updated on policy changes and ensuring seamless operations.
Ideal Candidate Profile
- Experience: At least 4 years of relevant experience with progressive responsibility in customer support or operations roles.
- Leadership: Proven experience in managing a team and driving outstanding results.
- Problem-Solving: Passionate about helping others, with a knack for creative and empathetic problem-solving while remaining calm under pressure.
- Communication: Excellent written and verbal communication skills.
- Organizational Skills: Highly process-oriented, digitally organized, and resourceful.
- Adaptability: Eagerness to thrive in a fast-paced startup environment.
- Mission-Driven: A strong desire to contribute to Garner’s mission to enhance the healthcare system.
Compensation and Benefits
The salary range for this position is $65,000 – $80,000, depending on qualifications, skills, and applicable laws. In addition to base pay, this role includes participation in our equity incentive and competitive benefits plans.