Military Coordinator/Payor Success Associate
WFA Digital Insight
The demand for mental health services has surged, with over 2 million people seeking quality care. Talkspace is at the forefront, and this Military Coordinator role is crucial in ensuring seamless operations. With the rise of remote healthcare, professionals with strong organizational skills and attention to detail are in high demand. As the job market shifts, companies like Talkspace are prioritizing continuous improvement and adaptability. With a strong background in customer service and proficiency in tools like Excel, you can thrive in this role. Before applying, consider your ability to work in a fast-paced environment and collaborate with cross-functional teams.
Job Description
About the Role
The Military Coordinator/Payor Success Associate plays a vital role in Talkspace's operations team, handling a high volume of contacts and back-office processes. This includes supporting health plan inquiries, resolving customer success issues, and managing unmatched clients or members. As a key liaison between the Payor Success team and customer support, you will provide expert assistance with client-facing questions and internal escalations.The role requires a strategic approach to workflow management, prioritizing incoming requests, and adjusting processes to ensure efficient resolution of issues. By leveraging your analytical skills and attention to detail, you will identify areas for improvement and develop solutions to enhance Talkspace's services.
As a member of the operations team, you will collaborate closely with the product team to identify trending issues and propose short-term and long-term solutions. Your input will be invaluable in shaping the company's approach to delivering quality mental healthcare.
What You Will Do
- Handle all referrals of military members into the Talkspace workflow, including incoming faxes, Tricare portals, and coordination with medical records
- Engage members into care via email and calls, ensuring a seamless onboarding experience
- Manage internal escalations and ad hoc items as needed, maintaining a high level of organization and prioritization
- Support the customer support team with client/member-facing questions, providing expert guidance and resolution
- Prioritize incoming requests and adjust workflows accordingly to ensure efficient issue resolution
- Identify, develop, and implement processes that enhance Talkspace's services, contributing to the evolution of internal processes and workflows
- Collaborate with the product team to identify trending and new issues, proposing short-term and long-term solutions
- Foster teamwork by actively sharing client feedback, feature requests, and enhancement opportunities across various departments
- Perform other related duties as assigned, demonstrating adaptability and a willingness to learn
What We Are Looking For
- Bachelor's Degree preferred, with 2+ years of professional experience in customer service
- Proficiency working with tools like Jira, Confluence, Google Workplace, Zendesk, and Looker
- Attention to detail and a client-centric approach to work
- Excellent communication and collaboration skills, with the ability to work in a fast-paced environment
- Strong analytical and problem-solving skills, with a focus on process improvement
- Ability to prioritize tasks and manage multiple projects simultaneously
- Experience working in a remote environment, with a strong understanding of virtual collaboration tools
- Familiarity with healthcare operations and payor success processes
- Strong organizational and time management skills, with a focus on meeting deadlines
Nice to Have
- Experience working with military populations or in a related field
- Knowledge of mental health services and operations
- Certification in customer service or a related field
- Experience with process improvement and workflow management
- Familiarity with Excel and other data analysis tools
Benefits and Perks
- Comprehensive Medical, Dental, and Vision plans coverage from day one
- Pre-tax benefits, including HSA/FSA
- 401k Retirement Savings Program with matching up to 4%
- Voluntary benefits, including disability, basic life, or pet insurance
- Monthly Wellness Stipend to promote mental and physical self-care
- Flexible PTO and Remote First Environment, with regular team events and workshops
- Free access to Talkspace products for you and one household member, as well as a friends and family discount
How to Stand Out
- When applying, highlight your experience in customer service and process improvement, and be prepared to provide specific examples of your work.
- Familiarize yourself with Talkspace's mission and values, and be ready to discuss how you can contribute to the company's goals.
- Showcase your proficiency in tools like Excel, Jira, and Zendesk, and be prepared to demonstrate your technical skills.
- Emphasize your ability to work in a fast-paced environment and collaborate with cross-functional teams.
- Be prepared to discuss your approach to workflow management and process improvement, and provide examples of your analytical and problem-solving skills.
- Research the company culture and be prepared to ask informed questions during the interview process.
- Consider creating a portfolio or examples of your work to demonstrate your skills and experience.
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