Description:
We are looking for a Support Associate to ensure our clients, providers, and partners are successful. When a client is matched with a provider on our platform, a lot of thoughtful orchestration takes place behind the scenes to make both the client and provider journeys feel seamless.
In this role, you will work closely with our operations team, giving you unique exposure to business operations, as well as provider and customer success. Because we are a startup, we are looking for someone willing to learn on the job who is highly organized, dependable, self-driven, low-ego, and excellent interpersonally.
Responsibilities
- Act as the initial support contact for clients, providers, and partners
- Provide thoughtful, empathetic, and timely support via phone, email, and chat
- Guide clients through their clinical journey from sign-up through completion of care, including proactive follow-up to support appointment scheduling
- Work to meet or exceed team KPIs, delivering an exceptional level of service to clients, customers, and providers
- Advocate for clients and providers by capturing feedback and partnering cross-functionally to ensure their needs and concerns are communicated internally
- Troubleshoot and resolve technical issues for both clients and providers
- Escalate concerns appropriately and in a timely manner, while exercising strong judgment on when escalation is needed
- De-escalate dissatisfied clients and providers, and elevate issues internally when necessary
- Build and maintain a strong understanding of Tava’s applications and functionality
- Support onboarding by answering questions from new providers as needed
- Contribute to and help evolve the team knowledge base as the company grows
- Manage operational tasks related to supporting and tracking clients and providers
- Process provider offboarding and assist in reconnecting clients with new providers
- Serve as the initial point of contact for clients referred through insurance directories, assisting with payer-related questions across phone, email, and chat
- Verify client eligibility and communicate updates or changes in a timely manner
Requirements
- Must be able to work full-time in an in-office setting located in Cottonwood Heights
- Must be able to maintain reliable, on-time attendance during scheduled work hours
- 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)
- 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