Support Associate

Responsibilities

• Act as the initial support contact for clients, providers, and partners
• Provide thoughtful, empathetic, and timely support via phone, email, and chat
• Guide clients through their clinical journey from sign-up through completion of care, including proactive follow-up to support appointment scheduling
• Meet or exceed team KPIs, delivering an exceptional level of service to clients, customers, and providers
• Advocate for clients and providers by capturing feedback and partnering cross-functionally to ensure their needs and concerns are communicated internally
• Troubleshoot and resolve technical issues for both clients and providers
• Escalate concerns appropriately and in a timely manner, while exercising strong judgment on when escalation is needed
• De-escalate dissatisfied clients and providers, and elevate issues internally when necessary
• Build and maintain a strong understanding of Tava’s applications and functionality
• Support onboarding by answering questions from new providers as needed
• Contribute to and help evolve the team knowledge base as the company grows
• Manage operational tasks related to supporting and tracking clients and providers
• Process provider offboarding and assist in reconnecting clients with new providers
• Serve as the initial point of contact for clients referred through insurance directories, assisting with payer-related questions across phone, email, and chat
• Verify client eligibility and communicate updates or changes in a timely manner

Requirements

• Must be able to work full-time in an in-office setting located in Cottonwood Heights
• Must be able to maintain reliable, on-time attendance during scheduled work hours
• Low-ego, customer-centric attitude
• Outstanding written and verbal communication
• High attention to detail/accuracy
• Self-motivated team player who thrives in multi-tasking environment and can adjust priorities
• Strong de-escalation skills (and ability to discern when to escalate a concern or complaint)
• Bonus: Exposure to health insurance industry and past experience in customer-facing, project management, behavioral health, communications, or other roles with demonstrated ability to increase customer satisfaction