Support Associate

Summary

Join Tava Health, a telemedicine startup, as a Support Associate! You'll play a crucial role in ensuring seamless client and provider experiences. This position involves close collaboration with the operations team, offering valuable exposure to business operations and customer success. We seek a highly organized, dependable, self-driven, and interpersonally skilled individual who is eager to learn in a fast-paced startup environment. The role requires strong communication and problem-solving skills, with a focus on client and provider support. This is a remote, full-time, salaried position with a competitive benefits package.

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, providers, and partners
• 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 via phone, email, and chat
• Verify client eligibility and communicate changes to eligibility in a timely manner

Preferred Qualifications

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