Provider Success Associate

This is a fully remote position, open to applicants in Alabama, +20 more states.

📋 Description

• Engage in proactive and high-quality outreach to a roster of providers through email, phone, and video meetings to assess their practice, availability, and satisfaction with Tava.

• Establish a consistent contact rhythm; top-retained providers in our data are typically engaged on a monthly basis and have been contacted numerous times throughout their tenure, so persistence and follow-through are crucial.

• Document every interaction, note, and outcome in HubSpot, ensuring that the context is complete for future conversations — whether yours or a colleague's.

• Conduct monthly reviews of provider availability to monitor any changes in their capacity, caseload, and willingness to accept referrals.

• Identify providers whose availability, session volume, or referral acceptance is on the decline, and proactively re-engage them to prevent disengagement or departure.

• Assist providers in their growth journey — transitioning from solo practice to group practice, incorporating intern or associate clinicians, or expanding into new insurance networks and states.

• Facilitate feature-enablement sessions (such as AI Scribe, scheduling tools, and billing workflows) that streamline providers' daily operations and enhance their reliance on Tava.

• Address or direct provider inquiries regarding credentialing, insurance paneling/network coverage, and billing to maintain their momentum without interruptions.

• Inform providers about the resources, marketing support, and referral pathways available through Tava.

• Timely report bugs, service requests, and any issues reported by providers to the relevant internal Slack channels with sufficient detail for action.

• Actively engage in team meetings, training sessions, and one-on-ones by sharing feedback, best practices, and insights gained from your roster of providers.

• Contribute to and help enhance the team's playbooks, templates, and how-to documentation in Notion as you discover effective strategies.

⛳️ Requirements

• Exceptional written and verbal communication skills; you can foster trust with a provider during a brief 10-minute check-in call.

• Familiarity with CRM tools (we utilize HubSpot) and collaboration platforms (Slack, Notion); eagerness to quickly learn new software.

• A proactive and detail-oriented mindset — you can identify when a provider's engagement is waning before it escalates into a retention issue.

• A keen interest in healthcare, mental health, or customer-facing roles, particularly in provider or customer success, is advantageous.

• Demonstrated curiosity and coachability — this position is designed for individuals looking to advance their careers in provider or customer success.

• Adaptability to changing goals and methods for engaging with providers.

• A sense of ownership (you are accountable for the success of your assigned providers and advocate for their needs while facilitating their adoption of features).

• A strong drive for results and a focus on achieving objectives.

🏝️ Benefits

• Competitive salary and stock options, allowing you to share in the company’s achievements.

• Fully-covered medical and dental premiums for you and your family, along with optional voluntary insurance plans.

• Complimentary and generous Tava mental health benefit — absolutely!

• Monthly HSA contributions for eligible enrolled employees.

• Generous paid time off (PTO) and holiday leave.

• Paid parental leave.

• 401(k) retirement savings plan.

• Weekly company-sponsored lunch via DoorDash, along with a personal DashPass subscription.

• An opportunity to make a significant impact within a high-growth, mission-driven organization.