Payor Success Associate

About the role

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. The 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.

Responsibilities

• 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.
  • Identify and implement improvements to internal processes and workflows.
• Team Collaboration
  • Work with the product team to identify trending/new issues, including short & long-term solutions.
  • Collaborate closely with other teams, sharing client feedback.
  • Perform other related duties as assigned.

Requirements

• 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.

Benefits

• Comprehensive Medical, Dental and Vision plans
• 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

Pay

The base salary range for this role is between $40,000 – $70,000. Within the salary bands, leveling corresponds to each candidate’s relevant experience, skills as assessed during the interview process, education, and applicable certifications.