Military Coordinator/Payor Success Associate

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.

What You’ll Do

Military Coordination

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

Payor Success Support

Handle higher level of contacts and back-office processes, including but not limited to:

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.

Process Improvement

Identify, develop and implement processes that allow Talkspace to continuously deliver new and enhanced services.