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Salary: USD 40,515 - 60,000 / annual
Talkspace, a leading online therapy platform serving over 2 million users, is seeking a Military Coordinator/Payor Success Associate to join its operations team. This role bridges military member onboarding and payor/health plan support, handling complex back-office processes and escalations.
Key Responsibilities:
Military Coordination: Process all military member referrals into Talkspace's workflow, including incoming faxes, Tricare portal management, medical records coordination, member engagement via email and calls, internal escalations, and ad hoc requests.
Payor Success Support: Manage higher-level contacts and back-office processes including health plan support, customer success inquiries, unmatched clients/members, VIP escalations, internal escalations, and ad hoc items. Prioritize incoming requests and adjust workflows to ensure efficient resolution. Assist the customer support team with client/member-facing questions as needed.
Process Improvement: Identify, develop, and implement processes that enhance Talkspace's service delivery. Implement improvements to internal processes and workflows to drive continuous enhancement.
Team Collaboration: Work closely with the product team to identify trending and new issues, proposing short and long-term solutions. Collaborate across departments, sharing client feedback, feature requests, and enhancement opportunities.
The role is fully remote, based on Eastern Time, with Talkspace headquarters in NYC. You'll work with tools including Jira, Confluence, Google Workspace, Zendesk, and Looker.
Requirements:
- Bachelor's degree preferred
- 2+ years of professional experience in customer service
- Proficiency with Jira, Confluence, Google Workspace, Zendesk, and Looker
- Strong attention to detail
- Client-centric approach to work
- Excellent communication and collaboration skills
