Military Coordinator/Payor Success Associate

At Talkspace, we are committed to fostering a diverse, equitable, inclusive, and belonging-centered workplace where everyone can thrive while making a difference in mental health. Want to help over two million people receive quality mental healthcare? Come join our mission of getting therapy in the hands of everyone!

We are looking for a Military Coordinator/Payor Success Associate to join our operations team. The Military Coordinator/Payor Success Associate is responsible for handling a higher level of contacts and back-office processes, including Health Plan Support, Customer Success inquiries, unmatched clients/members, VIP escalations, internal escalations, and ad hoc items. They will prioritize incoming requests and adjust workflows accordingly to ensure efficient and effective resolution of issues. Additionally, they will serve as a liaison between the Payor Success team and customer support to provide assistance with client/member-facing questions. The Payor Success Associate is committed to continuous improvement and identifies, develops, and implements processes that enhance Talkspace's services, contributing to the evolution of internal processes and workflows. In close collaboration with the product team, they identify trending and new issues, proposing short and long-term solutions, while fostering teamwork by actively sharing client feedback, feature requests, and enhancement opportunities across various departments.To work at Talkspace, you need to be as passionate as we are about our work, and excited to partner with us on delivering quality mental healthcare.

This is a remote position based on Eastern Time. Talkspace Headquarters is located in NYC.

What You’ll Do

• Military Coordination
  • Handle all referrals of military members into the Talkspace workflow:  
    • Incoming Faxes  
    • Tricare portals  
    • Coordination with medical records  
    • Engaging members into care via email and calls  
    • Internal escalations  
    • Ad hoc items, as needed  
• Payor Success Support
  • Handle higher level of contacts and back-office processes, including   
    but not limited to:  
    • Health Plan Support
    • Customer Success inquiries  
    • Unmatched clients/members  
    • VIP escalations  
    • Internal escalations  
    • Ad hoc items, as needed  
  • Prioritize all incoming requests and adjust workflow as needed.  
  • Assist the customer support team with client/member facing questions, as needed.
• Process Improvement
  • Identify, develop and implement processes that allow Talkspace to continuously deliver new and enhanced services.  
  • Identify and implement improvements to internal processes and workflows.
• Team Collaboration
  • Work with the product team to identify trending/new issues, including short & long term solutions
  • Collaborate closely with other teams, sharing client feedback, feature requests, and enhancement opportunities. 
• Performs other related duties as assigned.

About You 

• Bachelor's Degree is preferred.  
• 2+ years of professional experience in Customer Service.  
• Proficiency working with Jira, Confluence, Google Workplace, Zendesk, Looker.  
• Attention to detail.  
• Client-centric approach to work.  
• Excellent communication and collaboration skills.  

Benefits 

• Comprehensive Medical, Dental and Vision plans coverage
• 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 $40,515 - $60,000. 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 world’s leading online therapy company, serving over 2 million users looking to begin their wellness journey through tele-health. According to the World Health Organization, close to 1 billion people worldwide live with a mental disorder, and on average more than 75% with mental, neurological, and substance use disorders receive no treatment for their condition at all. Additionally, one-third of the world’s population – 2 billion people – live in countries that spend less than 1% of their health budgets on mental health. Therapy is an universal need and it's our mission here to change the world by cultivating an intentional space for people to feel supported through quality care that is simple and accessible.

Combining our passion for innovation along with our desire to help others overcome the stigma behind “getting help,” we are transforming the way patients find the right care provider, making an otherwise impossible feat easily conquerable. Our network of licensed, accredited, and board-certified clinicians are increasing access to mental health for our members through a myriad of high quality therapy services: anytime and for a fraction of the price. Dedicated to our mission, we are looking for candidates that want to bring their talents into a diverse  “for purpose” space. If you’re equally as passionate about making quality mental healthcare accessible to all then Talkspace is the right place for you!

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 or if your path has been nontraditional — such as not completing a formal degree program, taking a career break, or having a prior criminal record — 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.