Rebound Support Specialist

About Rebound

At Rebound, our mission is to make recovery from trauma the norm, not the exception.

Rebound delivers gold-standard, app-enabled trauma therapy that's covered by most major insurance plans. Our work is grounded in psychological science and survivor-centered design, helping people process traumatic experiences, break intergenerational cycles, and reclaim their lives.

We’re a fast-growing company operating across all 50 states. Demand for trauma-specialized care is accelerating, and we’re scaling responsibly to serve as many survivors as possible.

Rebound was founded by trauma survivors and psychologists, and that perspective shapes how we build: serious about outcomes and rigorous about science.

This is a place for individuals who want real ownership, high impact, and the chance to shape a new standard of care. We’re looking for people who are deeply motivated by our mission and eager to grow with the company.

About The Role

As a Rebound Support Specialist, you will be among those who are the frontline of our company, interacting directly with our valued Members. Your primary responsibility will be to ensure superb customer experience by addressing inquiries, resolving issues, and providing assistance in a professional and friendly manner. You will play a vital role in maintaining our reputation for a VIP Member experience.

In order to excel at this position, you will need to feel equipped and passionate about connecting people to Rebound therapy, in order to help encourage them to receive the results possible through PE therapy. This is a team environment at a fast-growing company where we are all united in providing the best experience possible.

You will be expected to utilize critical thinking, be able to prioritize efficiently, employ creative problem solving when presented with challenges, and manage and report relevant data to your manager in a timely manner. Essential skills that should be already mastered coming into this role are: being able to communicate effectively with Members and other teams, resolve matters in a professional manner, and be available consistently during work hours, given the remote working environment.

The position involves being a known advocate for Members who come to you with all concerns they have. These are often complex concerns and complaints that need to be investigated both by you as well as escalated to our Clinical Leadership team and followed through to Member satisfaction. This requires you to be extremely thorough, follow through entirely, but also manage all of your other waiting members in a timely manner.

*Please note that role responsibilities are subject to change and therefore a “floater” mentality is necessary. Daily role will depend on volume and project management.*

Key Responsibilities

• Respond to Member inquiries via phone, email, text, and chat promptly and professionally.
• Educate Members on Rebound services and the basics of treatments that we offer.
• Provide accurate information about our products/services, pricing, and policies.
• Troubleshoot and resolve customer issues and concerns efficiently while maintaining a positive attitude.
• Assist members in rescheduling services and transferring therapists.
• Provide assistance to Members with technology questions.
• Document essential patient demographic, referral information, insurance, and contact information.
• Display empathy, compassion, and cultural sensitivity.
• Collaborate with other departments to ensure timely resolution of complex customer problems.
• Keep detailed records of customer interactions, transactions, and inquiries in our CRM system.
• Follow company policies and procedures to ensure compliance with exceptional customer service standards.
• Assist in maintaining a high-level of customer satisfaction and loyalty.
• Maintain confidentiality and security, following HIPAA guidelines.

Standards Upheld in Every Interaction

• Display genuine empathy, cultural sensitivity, and professionalism in every Member touchpoint.
• Uphold Rebound's reputation for a top-tier Member experience — whether speaking with someone for the first time or resolving a difficult situation months into their care.
• Maintain strict confidentiality and adhere to HIPAA security guidelines at all times.
• Follow company policies and compliance standards consistently.

Qualifications

Required

• High School Diploma or GED required.
• Strong empathy and genuine desire to help people in vulnerable moments.
• Proven experience with patient support, patient advocacy, or a closely related role.
• Exceptional verbal and written communication skills — warm, clear, and professional.
• Ability to handle high-pressure situations with patience, composure, and follow-through.
• Highly detail-oriented and comfortable managing multiple software systems simultaneously.
• Ability to adapt quickly in a fast-paced, startup environment with evolving processes.
• Reliability and consistent availability during scheduled work hours (remote environment).

Preferred

• Bachelor's degree is strongly preferred.
• 1–3 years of healthcare customer service experience.
• Familiarity with EHR/CRM platforms and healthcare technology.
• Knowledge of mental health, trauma/PTSD, insurance, or telehealth services — a meaningful advantage.
• Experience working in a metrics-driven or goal-oriented team environment.