Participant Support Representative

Hinge Health is building the world’s most patient-centered Digital Musculoskeletal (MSK) Clinic™. It is now the leading Digital MSK Clinic, used by four in five employers and 90% of health plans with a digital MSK solution. Hinge Health reduces MSK pain, surgeries, and opioid use by pairing advanced wearable sensors and computer vision technology with a comprehensive clinical care team of physical therapists, physicians, and board-certified health coaches. Hinge Health’s HingeConnect integrates with 750,000+ in-person providers and enables real-time interventions for elective MSK surgeries, driving proven medical claims reduction. Available to millions of members, Hinge Health is widely trusted by leading organizations, including Land O’Lakes, L.L. Bean, Salesforce, Self-Insured Schools of California, Southern Company, State of New Jersey, US Foods, and Verizon. Learn more at http://www.hingehealth.com.

We’re looking for an entrepreneurial individual to join our Participant Support team, focusing on customer service and support. You must be an excellent communicator, hard-working, organized, possess a willingness to learn, and be comfortable handling multiple projects simultaneously. A participant’s needs are constantly top-of-mind for you. This role is remotely based out of our offices in Portland, Chicago, or Minneapolis, and will report to our Senior Manager of Participant Support in Chicago.

The role would be ideal for an applicant seeking an entry-level role. We’re a start-up, which means things here evolve at a rapid pace, so you should be comfortable dealing with ambiguity. But this also means you’ll have the opportunity to grow in your role, as the company grows too. We’re firm believers in letting you own your role and strongly encourage continuous learning. 

We want to make you aware that there continues to be a significant increase in phishing attempts across all industries where fraudsters are impersonating real HR employees and sending fictitious job offers to applications in a scheme to obtain sensitive information. Please be diligent and if you encounter any suspicious activity, please reach out to [email protected].

WHAT YOU'LL ACCOMPLISH

• Provide best in industry support, fielding inquiries and addressing them in a timely and professional manner through various software tools.
• Ensure prompt and clear communication for participants while conveying warmth and empathy.
• Create a delightful Customer Service experience for all individuals both internal and external.
• Develop extensive knowledge of our product, including common technical challenges and troubleshooting techniques.
• Ensure shipments to participants are fulfilled in a timely and accurate manner.

WHAT WE'RE LOOKING FOR

• Customer Service experience.
• Excellent participant facing communication and writing skills.
• Confidence managing multiple processes and workflows simultaneously.
• Flexibility with your schedule. Your work hours will be based on business needs.

BONUS POINTS

• Healthcare background, and/or previous healthcare experience, especially startup healthcare experience.
• Experience with customer support tools (e.g. RingCentral, ZenDesk, Freshdesk) and/or Google Analytics. 
• Bilingual

WHAT SHAPES OUR COMPANY

• Trust: We trust our teammates to always act in the team and company’s best interest. 
• Hustle: We’re creative, we’re unrelenting, we find a way.
• Effective communication: We’re prompt and concise. 
• Learn-it-all (vs know-it-all): We’re always willing to learn. 
• Frugal: We don’t waste money and especially not time. 

WHAT YOU'LL LOVE ABOUT US

• Competitive compensation with meaningful equity
• Medical, Dental, Vision, Disability and Life Insurance (We cover 100% of your premium and 75% for your dependents) 
• Flexible PTO
• FSA/HSA accounts
• Family & fertility benefit through Maven Clinic
• 401K match 
• 3 months paid parental leave
• Professional Development budget 
• Monthly wellness benefit
• Generous mental health stipend
• Noise-cancelling headphones
• Work from home policy
• Opportunity to join a fantastically talented, diverse, and passionate team at a pivotal time in the company’s lifecycle

If you're interested - we'd love to hear from you. No recruiters, please.

Hinge Health is proud to be an Equal Employment Opportunity and Affirmative Action employer.

We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Hinge Health is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you feel you need assistance or an accommodation due to a disability, please let us know by reaching out to your Recruiter and we'll work with our accommodations team to evaluate your request.

We celebrate diversity and are committed to creating an inclusive environment for all employees.

Hinge Health is an E-verify employer