About the job
JOIN TAVA HEALTH
At Tava Health, we are committed to transforming mental health care into a service as accessible and stigma-free as a routine medical checkup. Our innovative approach reshapes the entire process from client-therapist matching to the delivery of care, ensuring that individuals receive the support they need at the right time.
As a rapidly expanding organization with a daring mission, we aim to democratize high-quality mental health care for all. If you share our passion for leveraging technology to tackle significant issues and instigate meaningful change, we want to hear from you!
POSITION OVERVIEW
We are seeking a dedicated Support Associate who will play a pivotal role in ensuring the success of our clients, providers, and partners. When a client is paired with a provider through our platform, meticulous coordination occurs behind the scenes to ensure a seamless experience for both parties.
In this position, you will collaborate closely with our operations team, gaining valuable insights into business operations, provider relations, and customer success. As a startup, we value individuals who are eager to learn, highly organized, reliable, self-motivated, humble, and possess exceptional interpersonal skills.
KEY RESPONSIBILITIES
- Serve as the primary support contact for clients, providers, and partners.
- Deliver compassionate and prompt support through phone, email, and chat channels.
- Guide clients through their clinical journey, from initial sign-up to care completion, including proactive follow-ups to assist with appointment scheduling.
- Strive to meet or exceed team KPIs, ensuring an outstanding level of service for clients, customers, and providers.
- Advocate for clients and providers by gathering feedback and collaborating across teams to address their needs and concerns.
- Troubleshoot and resolve technical issues for both clients and providers.
- Escalate concerns decisively and promptly, applying sound judgment when escalation is necessary.
- De-escalate situations involving dissatisfied clients and providers while addressing internal issues as needed.
- Develop and maintain a comprehensive understanding of Tava's applications and their functionalities.
- Assist in onboarding by answering queries from new providers as required.
- Contribute to the enhancement of the team knowledge base as the company evolves.
