Military Coordinator/Payor Success Associate

Talkspace is dedicated to creating a diverse, equitable, inclusive, and belonging‑centered workplace while delivering quality mental health care to over two million people. The Military Coordinator/Payor Success Associate joins the operations team to manage high‑level contacts and back‑office processes, serve as a liaison between Payor Success and Customer Support, and drive continuous improvement of internal workflows.

Responsibilities

• Military Coordination
  • Handle all referrals of military members into the Talkspace workflow, including incoming faxes and TRICARE portal submissions.
  • Coordinate with medical records and engage members via email and calls.
  • Manage internal escalations and ad‑hoc items as needed.
• Payor Success Support
  • Process higher‑level contacts and back‑office tasks such as health‑plan support and customer‑success inquiries.
  • Address unmatched clients/members, VIP escalations, and internal escalations.
  • Prioritize incoming requests and adjust workflows to ensure efficient resolution.
  • Assist the customer‑support team with client/member‑facing questions.
• Process Improvement
  • Identify, develop, and implement processes that enhance Talkspace services.
  • Improve internal processes and workflows on an ongoing basis.
• Team Collaboration
  • Partner with the product team to identify trending issues and propose short‑ and long‑term solutions.
  • Share client feedback, feature requests, and enhancement opportunities across departments.
  • Perform other related duties as assigned.

Qualifications

• 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 and a client‑centric approach.
• Excellent communication and collaboration skills.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Pre‑tax benefits: HSA/FSA.
• 401(k) retirement savings program with matching up to 4%.
• Voluntary benefits including disability, basic life, and pet insurance.
• Monthly wellness stipend for mental and physical self‑care.
• Flexible PTO and remote‑first environment.
• Regular team events, wellness workshops, and team‑building activities.
• Free access to Talkspace products for you and one household member, plus a friends‑and‑family discount.

Compensation

The base salary range for this role is $40,515 – $60,000, with leveling based on experience, skills, education, and applicable certifications.

Work Environment

This is a remote position based on Eastern Time. Talkspace’s headquarters are located in New York City.