Military Coordinator/Payor Success Associate
About The Position
At Talkspace, we are committed to fostering a diverse, equitable, inclusive, and belonging-centered workplace where everyone can thrive while making a difference in mental health. Want to help over two million people receive quality mental healthcare? Come join our mission of getting therapy in the hands of everyone! We are looking for a Military Coordinator/Payor Success Associate to join our operations team. The Military Coordinator/Payor Success Associate is responsible for handling a higher level of contacts and back-office processes, including Health Plan Support, Customer Success inquiries, unmatched clients/members, VIP escalations, internal escalations, and ad hoc items. They will prioritize incoming requests and adjust workflows accordingly to ensure efficient and effective resolution of issues. Additionally, they will serve as a liaison between the Payor Success team and customer support to provide assistance with client/member-facing questions. The Payor Success Associate is committed to continuous improvement and identifies, develops, and implements processes that enhance Talkspace's services, contributing to the evolution of internal processes and workflows. In close collaboration with the product team, they identify trending and new issues, proposing short and long-term solutions, while fostering teamwork by actively sharing client feedback, feature requests, and enhancement opportunities across various departments.To work at Talkspace, you need to be as passionate as we are about our work, and excited to partner with us on delivering quality mental healthcare. This is a remote position based on Eastern Time. Talkspace Headquarters is located in NYC.
Requirements
- 2+ years of professional experience in Customer Service.
- Proficiency working with Jira, Confluence, Google Workplace, Zendesk, Looker.
- Attention to detail.
- Client-centric approach to work.
- Excellent communication and collaboration skills.
Nice To Haves
- Bachelor's Degree is preferred.
Responsibilities
- Handle all referrals of military members into the Talkspace workflow:
- Incoming Faxes
- Tricare portals
- Coordination with medical records
- Engaging members into care via email and calls
- Internal escalations
- Ad hoc items, as needed
- Handle higher level of contacts and back-office processes, including
- Health Plan Support
- Customer Success inquiries
- Unmatched clients/members
- VIP escalations
- Internal escalations
- Ad hoc items, as needed
- Prioritize all incoming requests and adjust workflow as needed.
- Assist the customer support team with client/member facing questions, as needed.
- Identify, develop and implement processes that allow Talkspace to continuously deliver new and enhanced services.
- Identify and implement improvements to internal processes and workflows.
- Work with the product team to identify trending/new issues, including short & long term solutions
- Collaborate closely with other teams, sharing client feedback, feature requests, and enhancement opportunities.
- Performs other related duties as assigned.
Benefits
- Comprehensive Medical, Dental and Vision plans coverage since day one
- Pre-tax benefits: HSA/ FSA
- 401k Retirement Savings Program with matching up to 4%
- Voluntary benefits including disability, basic life or pet insurance, etc.
- Monthly Wellness Stipend to promote mental and physical self-care
- Flexible PTO and Remote First Environment
- Regular team events, including Wellness Workshops and Team Building Events
- Free access to Talkspace products for you and one household member, as well as access to a friends and family discount!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
251-500 employees
