Talkspace

Account Manager

• Develop and maintain strong relationships with key stakeholders at enterprise-level clients, ensuring high customer satisfaction and retention.
• Serve as the main point of contact for existing enterprise accounts, providing exceptional service and support to meet their needs.
• Regularly engage with clients to understand their evolving business needs and mental health goals.
• Drive account growth by identifying upsell and cross-sell opportunities for additional services and products.
• Lead quarterly business reviews (QBRs) with clients to demonstrate value, discuss key metrics, and identify opportunities for expansion.
• Ensure contract renewals and prevent churn by proactively addressing client concerns and ensuring continued success with Talkspace services.
• Collaborate with the Implementation and Customer Success teams to ensure seamless onboarding for new clients, helping them launch Talkspace’s services successfully.
• Monitor client engagement and utilization, providing recommendations for increasing adoption and ensuring a smooth experience.
• Work closely with the Sales, Marketing, and Product teams to ensure alignment on client needs, feedback, and product offerings.
• Maintain detailed records of client interactions, engagement metrics, and progress using CRM software.
• Monitor account health metrics and proactively address any issues to ensure client satisfaction and continued success.
• Report on account performance and provide actionable insights to senior leadership.

Data Analyst

• At Talkspace, we are committed to fostering a diverse, equitable, inclusive, and belonging-centered workplace where everyone can thrive while making a difference in mental health. Want to help over two million people receive quality mental healthcare? Come join our mission of getting therapy in the hands of everyone!
• We are looking for an experienced Data Analyst to join our Data Science team. The Data Analyst diligently supports product initiatives at Talkspace, employing a robust data-driven strategy. They are adept at collecting requirements, querying databases, and constructing dashboards and reports tailored for both internal business stakeholders and external partners.
• Develop and refine data visualizations that clearly communicate clinical outcomes, network performance, and patient engagement trends to stakeholders.
• Create automated clinical quality reports and network performance dashboards using Looker and other tools.
• Deeply understand and analyze patient care pathways, clinical outcomes, and the dynamics of our therapy provider network.
• Conduct thorough quantitative analyses to support clinical and network strategies.
• Utilize your expertise in SQL and Python to manage clinical and provider data effectively.
• Collaborate with clinical, network, and cross-functional teams to provide data-driven insights supporting product development and provider network operations.
• Engage with both technical and non-technical stakeholders to transform complex data insights into understandable and actionable strategies for enhancing patient care and provider engagement.
• Work closely with a seasoned Data Science team to leverage advanced analytics in shaping clinical and network intelligence strategies.
• Create and present easily digestible and actionable recommendations to senior leadership, influencing key decision-making processes.

Research Scientist

• Handle sensitive data, including topics that require empathy and discretion
• Label therapy transcripts based on rubrics provided by research team for NLP and ML models
• Assist in validating and evaluating trained machine learning models using established metrics and testing procedures
• Build a knowledge base on key topics (natural language processing, machine learning, product integration) for future reviews
• Assist with authorship of publications when applicable
• Track citations of Talkspace-partnered peer-reviewed research articles
• Provide support for additional research efforts (consenting participants, conducting assessments, data collection) as directed
• Report to the Research Project Manager; remote contract role with estimated 30-35 hours/week

Machine Learning Research Assistant

Therapist

• Diagnose and treat clients remotely in your state(s) of licensure on the secure (HIPAA compliant) Talkspace platform
• Conduct client sessions using video, audio, and live messaging services
• Respond to asynchronous client messages each week in a timely manner
• Complete required clinical documentation after each client session
• Maintain a full-time caseload (40hrs/week role requires ≥30 clinical hours and 10 hours admin/meetings; 30hrs/week role requires ≥22.5 clinical hours and 7.5 hours admin/meetings)
• Attend regular meetings with Team Lead
• Obtain additional professional licensure in state(s) assigned by company
• Additional duties as assigned

• Diagnose and treat both adolescent (13-17) and adult (18+) clients remotely in your state(s) of licensure on the secure (HIPAA compliant) Talkspace platform
• Conduct client sessions using video, audio, and live messaging services
• Respond to asynchronous client messages each week, in a timely manner
• Complete your required clinical documentation after each client session
• Maintain a full-time caseload of at least 30 hours of clinical engagement per week, and 10 hours of admin/meetings per week
• Attend regular meetings with Team Lead
• Obtain additional professional licensure in state(s) assigned by company
• Additional duties as assigned

Youth and Adult Therapist

Customer Support

• Use internal knowledge materials + resources to educate Talkspace clients on our general billing and claims procedures; quickly and accurately respond to service-related billing inquiries from existing members via email.
• Explain to clients in the simplest terms how insurance billing works, what general billing terms mean (i.e. patient responsibility, co-payment, explanation of benefits, etc.)
• Conduct outbound calls to payors, obtain member EAP authorization, and discuss claim submissions on a case by case basis.
• Work closely with our internal teams, assisting with client billing-related escalations, as needed.
• Provide white glove service to all our members, infusing empathy and kindness in all replies, and following up with clients when necessary to ensure resolution.
• Keep up with business updates to ensure the assistance provided is accurate and up to date.
• Identify client contact reason trends and roll up any potential issues affecting a specific segment of clients to leadership daily, as needed.
• Ability to meet productivity and quality benchmarks set by leadership.
• Contribute to the improvement of our department by suggesting updates to departmental knowledge materials + resources (internal knowledge base, correspondence templates).
• Recommend changes to existing support processes and/or implementation of new standard processes aimed at improving productivity, job satisfaction, and our client experience.
• Attend all department meetings (ie. coaching sessions, recurring 1:1s, ongoing training lessons), as scheduled.
• Maintain regular communication with your Supervisor and team, daily.
• Performs other related duties as assigned.

Billing and Claims Support Representative

• Serve as the frontline for Provider Support inquiries across email, chat, phone
• Work through creative solutions to effectively answer provider questions; provide guidance, troubleshoot, resolve issues and route feedback
• Meet performance expectations around productivity and quality; identify patterns and develop response templates, resource guides, and workflows
• Send proactive personalized outreaches to providers via phone, SMS, chat, and email; track and show impact
• Analyze inquiry trends and operational metrics; support and monitor reporting on provider support KPIs
• Act as liaison between providers and Product/Clinical teams to surface technical/usability issues and manage escalations
• Maintain deep knowledge of Talkspace’s provider-facing products, internal tools, and troubleshooting protocols; independently triage and escalate bugs