Our mission at Talkspace is to make therapy affordable and accessible to everyone! To achieve this, we're in search of exceptionally talented, bright, and driven individuals who share our passion for revolutionizing mental healthcare.
Currently, we are actively seeking a dynamic individual to join our team as the newest Payor Success Associate. This role is crucial to ensuring positive interactions with our payor partners by maintaining high-quality service standards; addressing specific account needs and advocating for enhancements that elevate the quality and accessibility of our services.
Come helps us provide therapy to millions of users!
Position Summary:
The Payor Success Associate is responsible for responding to inbound and outbound communications with payor partners, meeting all SLAs for response time and quality, and addressing payor-specific account needs, such as VIP direct matches, onboarding, and reporting requests.
Additionally, they serve as the voice of the customer within Talkspace and actively share client feedback, feature requests, and enhancement opportunities with Product and Account Management teams. The Payor Success Associate promptly identifies and addresses product bugs or deficiencies impacting payor members, working closely with the Product team and Client Support team to address any improvements within our platform and services.
What You’ll Do
- Effectively manage inbound and outbound communications with payor partners, meeting all SLAs for response time and quality
- Steward payor-specific account needs:
- Direct matches
- Member onboarding
- Customer Success reporting requests (eg usage, registrations, customer support response times, etc.)
- One-off plan changes (e.g. EAP extensions, etc.)
- Act as the voice of the customer within Talkspace, sharing client feedback, feature requests, and enhancement opportunities to Product and Account Management teams
- Immediately flag any product bugs or deficiencies impacting payor members and work with the Product team to implement resolution and communicate as needed with partners and members; maintain close communication with the Client Support team through to issue resolution.
- Performs other related duties as assigned.
About You
- Bachelor's Degree is preferred.
- 2+ years of professional experience in business operations, customer service.
- Proficiency working with Jira, Confluence, Google Workplace, Zendesk, Looker.
- Excellent communication and collaboration skills.
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!
Compensation
At Talkspace, we believe that pay transparency during the interview process is a critical part of diversity, equity, and inclusion. Our salary bands are based on internal and external compensation benchmarks, which we regularly evaluate to ensure we pay competitively.
The base salary range for this role is between $42,000 and $50,000. Within the salary bands, leveling corresponds to each candidate’s relevant experience, skills as assessed during the interview process, education, and applicable certifications.
Why Talkspace?
Talkspace is the most comprehensive and convenient way to take care of your mental health and wellness, focused on providing quality mental health services on your own terms.
Our signature psychotherapy and psychiatry product connects individual users with a network of thousands of licensed mental health providers through an easy-to-use and HIPAA-compliant web and mobile platform. With Talkspace, users can connect their dedicated provider via live video, text, or phone.
Backed by over 10 years of industry-leading research and clinically proven results, our accessible care model continues to make huge strides in lowering the barriers to quality mental healthcare services nationwide. Talkspace is the top insurance-covered therapy service with over 112 million Americans covered and a leader within the Corporate Wellness Space, with more than 200 employer partnerships across several industries.
Our focus to help people feel better starts at Talkspace, where we connect and collaborate as a team to make the world a better place. Fun company-wide events, happy hours, wellness perks, flex PTO, access to Talkspace products, and competitive benefits are just some of the ways we make Talkspace a great place to work. Do you want to save the world? Come join us!
EQUAL OPPORTUNITY EMPLOYER
Talkspace welcomes and celebrates talent from all backgrounds, perspectives, and walks of life to foster an innovative and diverse workforce. We encourage you to apply, even if you don’t meet every qualification, if you believe you could make a great addition to this team. Come as you are and learn about the exciting opportunities on our team.
Individuals seeking employment at Talkspace are considered without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.
How do we define Diversity, Equity, Inclusion, and Belonging at Talkspace?
Diversity
Diversity encompasses the unique attributes of our employees as individuals. We value and embrace the richness arising from their varied backgrounds, perspectives, and experiences, which include, but are not limited to, age, ability, ethnicity, gender, race, and cultural background.
Equity
Equity refers to a fair and impartial workplace, aiming to ensure equal growth and advancement opportunities for all employees. This involves amplifying underrepresented voices, addressing unconscious biases, and providing inclusive, culturally competent mental health care.
Inclusion
Inclusion signifies the practice of granting equal access to opportunities and resources for all employees, particularly those who might otherwise be excluded or marginalized. It ensures that everyone feels a sense of belonging, value, support, and respect as an individual.
Belonging
Belonging reflects the affinity and positive relationships that develop among employees from diverse backgrounds when businesses actively promote diversity, equity, and inclusion in the workplace.
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