[Hiring] Military Coordinator/Payor Success Associate @Talkspace Corporate

Role Description

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
• Ad hoc items, as needed

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.

This is a remote position based on Eastern Time. Talkspace Headquarters is located in NYC.

Qualifications

• Bachelor's Degree is preferred.
• 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.

Requirements

• 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
• 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.
• Perform 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!