Tava Health is hiring a
Support Associate

Summary

The job is for a Support Associate at Tava Health, a telemedicine startup that partners with employers to provide mental health care. The role involves acting as the initial support contact for clients and providers, assisting them with various tasks, and managing operational tasks associated with supporting/tracking clients and providers.

Requirements

• 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)

Responsibilities

• Act as the initial support contact for our clients and providers
• Provide thoughtful/empathetic phone, email, and chat communication to clients and providers
• Assist clients with navigating their clinical journey from sign-up to completion of therapy, including follow-up to help clients schedule appointments
• Advocate for clients and providers by capturing feedback and working cross-functionally, ensuring their needs and concerns are communicated internally
• Provide troubleshooting and technical support to both clients and providers
• Escalate concerns appropriately and in a timely manner
• Exhibit a high level of familiarity with our applications and their functionality
• Answer onboarding-related questions of new providers, as necessary
• De-escalate dissatisfied clients and providers and, when applicable, quickly elevate internally
• Manage various operational tasks associated with supporting/tracking clients and providers
• Process provider offboarding and assist with connecting clients with new providers
• Act as initial contact for clients referred through insurance directories and assist clients with payer-related questions
• Verify client eligibility and communicate changes to eligibility in a timely manner

Preferred Qualifications

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

Benefits

• Enjoy working remotely in this full-time, salaried position
• Tava offers a highly competitive benefits package including parental leave, plenty of paid holidays and PTO, medical, dental, and vision insurance, and (of course) a generous mental health benefit
• Priority will be given to candidates living in states where Tava already has employees: Arizona, California, Connecticut, Florida, Idaho, Indiana, Maine, Maryland, Massachusetts, Montana, Nevada, New Jersey, New York, Oklahoma, Oregon, Tennessee, Texas, and Utah