Support Associate

Summary

Join Tava Health, a telemedicine startup, as a Support Associate to ensure seamless client, provider, and partner experiences. You will act as the primary point of contact, handling inbound and outbound communications, assisting with clinical journeys, and providing technical support. This role involves close collaboration with the operations team, offering exposure to various business aspects. We seek a highly organized, dependable, and self-driven individual with excellent interpersonal skills and a willingness to learn. The position is remote and offers a competitive benefits package. Prior experience in customer service or healthcare is a plus but not required.

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)
• A quiet, private workspace with a reliable internet connection, suitable for handling phone calls and ensuring client confidentiality

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
• Handle a significant volume of inbound and outbound phone calls daily, serving as a primary communication channel for clients, providers, and partners
• 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

• Competitive salary and stock options
• Tava mental health benefit – free access to therapy for you and your family
• Medical and dental insurance – for you and your dependents
• Monthly HSA contributions
• Generous PTO and paid holidays
• Work from anywhere
• Paid parental leave
• Weekly team lunches