Military Coordinator, Payor Success Associate

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee the referral process for military members entering the Talkspace system, which includes managing incoming faxes, navigating Tricare portals, coordinating with medical records, and engaging members through email and phone calls, as well as handling internal escalations and various ad hoc tasks.

• Manage high-level contacts and back-office operations, including Health Plan Support, Customer Success inquiries, unmatched clients/members, VIP escalations, and other internal escalations, along with ad hoc items.

• Prioritize incoming requests and modify workflows as necessary.

• Support the customer service team by addressing client/member-related inquiries.

• Recognize, develop, and implement processes that enhance new and existing services.

• Identify and execute improvements to internal processes and workflows.

• Collaborate with the product team to pinpoint emerging issues and devise both short- and long-term solutions.

• Work together with other teams to share client feedback, feature requests, and opportunities for enhancement.

• Carry out additional related responsibilities as assigned.

⛳️ Requirements

• A Bachelor's Degree is preferred.

• A minimum of 2 years of professional experience in Customer Service.

• Proficient in using Jira, Confluence, Google Workplace, Zendesk, and Looker.

• Strong attention to detail.

• A client-focused approach to work.

• Exceptional communication and collaboration skills.

🏝️ Benefits

• Comprehensive coverage for Medical, Dental, and Vision plans.

• Pre-tax benefits including HSA/FSA options.

• 401k Retirement Savings Program with a matching contribution of up to 4%.

• Voluntary benefits such as disability, basic life, or pet insurance.

• Monthly Wellness Stipend to encourage mental and physical self-care.

• Flexible Paid Time Off (PTO) and a Remote First Environment.

• Regular team events, encompassing Wellness Workshops and Team Building activities.

• Complimentary access to Talkspace products for you and one household member, plus a friends and family discount!