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Tava Health is reimagining mental health care delivery through technology, making high-quality therapy more accessible and stigma-free. The Provider Success Associate (PSA) is the frontline of Tava's mission to retain and grow the provider community on its platform.
This role owns a defined segment of provider success focused on long-tenured providers (12+ months on platform) who are past initial onboarding. Rather than onboarding new providers, the PSA focuses on relationship maintenance and practice growth—proactively engaging providers, helping them adopt platform features, supporting practice transitions (adding clinicians, expanding to new states/insurance networks, scaling from solo to group), and identifying early disengagement signals.
Key responsibilities include:
**Provider Outreach & Relationship Management**: Conduct high-quality, proactive outreach via email, phone, and video to a defined book of providers. Maintain consistent monthly contact cadence, log all touchpoints in HubSpot, and ensure continuity across team handoffs.
**Availability & Utilization**: Run monthly availability reviews to understand capacity changes, caseload trends, and referral acceptance. Identify declining engagement patterns and re-engage at-risk providers. Support providers scaling their practices.
**Feature Enablement**: Lead feature-adoption sessions (AI Scribe, scheduling, billing workflows) that deepen provider reliance on Tava. Answer credentialing, insurance paneling, and billing questions. Educate providers on available resources and referral pathways.
**Cross-Functional Collaboration**: Report bugs and service requests with actionable detail. Participate in team meetings, trainings, and 1:1s. Contribute to playbooks, templates, and documentation.
Success is measured by: 100% goal attainment on rolling 365-day basis, 90%+ provider retention on 90/180-day windows, hitting monthly activity targets for touchpoints and feature-enablement sessions, and active team participation.
Ideal candidates have excellent written/verbal communication, CRM proficiency (HubSpot), detail-oriented proactive approach, interest in healthcare/mental health, coachability, flexibility, ownership mindset, and results orientation. This is a well-scoped role for someone building a career in provider or customer success.
