Tava Health

Clinical Operations

• Respond to and resolve clinical-adjacent support escalations (e.g., documentation guidance, scope-of-practice questions, platform functionality issues).
• Serve as a subject matter resource for clinical processes, documentation standards, and provider expectations.
• Provide timely, high-quality support through chat, email, video, and asynchronous communication channels.
• Conduct 1:1 meetings with providers to address quality concerns, documentation feedback, or general questions related to practice on the platform.
• Monitor provider satisfaction and escalate patterns, risks, or concerns to Clinical Managers or leadership.
• Support provider onboarding by answering questions about processes, expectations, and platform workflows.
• Assist with hosting Q&A sessions, office hours, and group onboarding support.
• Help maintain training materials, FAQs, and support resources to ensure provider clarity and success.
• Assist in managing and moderating the provider online community (e.g., discussion forums, Slack, or other communication platforms).
• Foster connection, transparency, and knowledge sharing within the provider network.
• Share updates and changes in workflows, processes, or clinical expectations succinctly and clearly.
• Review documentation for completeness, accuracy, and alignment with clinical expectations, providing supportive guidance to providers as needed.
• Flag concerns or trends to the Clinical Manager for further review or coaching.
• Participate in initiatives to improve provider performance, documentation, or client outcomes.
• Maintain a small client caseload (1–2 clients), providing high-quality, evidence-based mental health treatment (if licensed).
• Maintain all documentation, compliance, and ethical requirements associated with direct clinical practice.
• Work closely with Support, Product, Operations, and Clinical Leadership to identify opportunities to improve provider experience.
• Provide input on tooling, workflows, and resources to streamline provider success.

Clinical Operations Associate

Product Marketing

• Own end-to-end GTM strategy and execution for employer/commercial initiatives, including launch planning, stakeholder alignment, and readiness.
• Build launch narratives and rollout plans across internal and external audiences, including milestone communications and packaging of assets.
• Translate product changes into clear, compelling value for HR leaders and other commercial stakeholders.
• Develop and maintain segmented commercial messaging frameworks tailored to key buyer personas such as EAP, Health Plan Partners, Care Navigation Partners, and TPA Partners.
• Manage the creation of customer-facing collateral including one-pagers, product explainers, web copy updates, and onboarding resources.
• Draft and maintain help content and knowledge base articles for employer- and partner-facing audiences.
• Build and maintain a "source of truth" for commercial GTM assets, including product overview decks, training walkthroughs, release notes, and internal docs.
• Drive adoption of enablement materials with the commercial team and keep them current after launch.
• Support company-level narratives that ladder up to commercial strategy.

Commercial Product Marketing Manager

Marketing

• Develop and own the end-to-end lifecycle marketing strategy, with a main focus on provider performance.
• Identify key moments in the user journey to optimize current messaging or insert new lifecycle campaigns to increase total sessions booked and completed.
• Spearhead initiatives specifically designed to increase client signups and completed sessions.
• Collaborate with Product and Engineering teams to define customer data and event data needed to execute conversion strategies.
• Design, implement, and manage automated, multi-channel marketing campaigns (e.g., welcome, nurture, and re-engagement).
• Rigorously test and iterate on all campaign elements—including subject lines, messaging, timing, segmentation, and CTAs—to continuously improve performance metrics (e.g., open rates, click-through rates, conversion rates).
• Expertly manage and utilize our marketing automation platform (experience with Iterable or similar platforms like Braze, Customer.io, or HubSpot is required) for campaign deployment and reporting.
• Utilize basic HTML knowledge to build, QA, and deploy responsive email and sms message templates, ensuring consistent display across devices and clients.
• Strategize, write, and edit compelling, brand-aligned copy for all lifecycle communications that resonates with individuals seeking mental health support.
• Monitor, analyze, and report on campaign performance, providing actionable recommendations for future strategy.
• Present results and insights to stakeholders on a regular basis.

Lifecycle Marketing Manager

Accountant

• Manage daily accounting activities, including transaction coding, reconciliations, and customer payment posting
• Prepare reports to support RCM reconciliation and participate in the month-end close
• Assist with AR and AP functions, including billing, vendor management, and coordination with Customer Success
• Serve as a point of contact for internal finance questions and collaborate with cross-functional teams
• Assist with audit requests, annual reporting, and special accounting projects as needed

Staff Accountant

Data Engineer

• Build and maintain robust data pipelines using tools like Airflow, Airbyte, and BigQuery.
• Manage and evolve our data warehouse architecture.
• Integrate third-party platforms including Salesforce, HubSpot, Iterable, ZocDoc, and Metabase.
• Lead the implementation of centralized data governance, defining sources of truth and managing data flow standards.
• Partner with cross-functional teams to implement clean, reporting-ready data models in dbt.
• Write clean, production-grade code in a general-purpose language (e.g., Python).
• Monitor data quality and ensure reliability across systems.

Senior Data Engineer

Operations

• Lead and develop a team of 4+ Support Associates, supporting their learning and growth with Tava
• Establish individual and team goals aligned to customer satisfaction, resolution quality, and operational efficiency
• Monitor the quality and consistency of customer interactions, providing regular feedback and targeted coaching to improve outcomes and customer experience
• Build and scale an in-person support team in Salt Lake City, ensuring staffing levels and schedules align with support demand and service expectations
• Own end-to-end support operations across email, phone, and AI-driven channels, ensuring timely, accurate, and empathetic customer experiences
• Continuously refine workflows, escalation paths, and documentation to improve first-touch resolution and reduce repeat or reopened tickets
• Own and manage Tava’s Zendesk instance, including configuration, workflows, automations, integrations, reporting, and ongoing optimization to support efficient, high-quality support operations
• Serve as the primary escalation point for complex or high-severity issues, resolving issues efficiently and minimizing unnecessary escalations
• Identify patterns in complex tickets and train the team of Support Associates to effectively troubleshoot in line with these patterns.
• Partner closely with Engineering, Product, and Operations to identify root causes of recurring issues and improve overall resolution speed and quality
• Own and optimize Tava’s AI support agent, ensuring a high rate of effective self-service resolution without compromising customer experience
• Monitor and improve AI performance, accuracy, and handoff quality between automated and human support
• Evaluate, pilot, and implement Voice AI solutions to improve phone support coverage, responsiveness, and efficiency
• Balance automation and human support to improve operational efficiency and reduce overall cost per ticket while maintaining strong customer satisfaction
• Develop, document, and communicate clear, tiered support SLAs across the organization
• Ensure phone support operations consistently meet established service-level expectations, including responsiveness, call handling, and resolution quality
• Regularly assess staffing models, scheduling, and coverage to meet demand across channels while maintaining cost efficiency
• Partner with internal teams to ensure SLAs are understood, achievable, and aligned with business priorities
• Regularly review and refine SLAs based on performance data and customer feedback
• Lead support reporting and analytics across all channels, including response times, resolution times, ticket volume trends, escalation rates, and customer satisfaction
• Use data to identify trends, forecast staffing needs, and drive continuous improvement initiatives
• Share clear, actionable insights with leadership to inform resourcing decisions, process improvements, and priorities
• Influence Product priorities by translating product feedback and ticket themes into clear, data-backed recommendations (e.g., quantifying request volume and impact, estimating expected ROI, and partnering with Product to advocate for high-value changes)

Support Operations Manager

Product Manager

• Lead development of new platform capabilities that support practice growth, operational efficiency, and high-quality care delivery.
• Collaborate and coordinate effectively with other provider-facing product managers
• Partner closely with clinical, operational, and payer-focused stakeholders
• Leverage AI tools to improve product insight, efficiency, and provider workflows.
• Prioritize high-impact opportunities and drive measurable outcomes through rapid iteration and experimentation.
• Communicate clearly with leadership, manage up and down to align on priorities, and drive execution

Senior Product Manager – Practice OS

Growth Marketing

• Manage a high volume of inbound inquiries (100+ monthly) from providers eager to learn how Tava Health can support their practice.
• Conduct 30+ engaging and informative meetings each week, carefully determining which providers are a good fit for our unique offerings.
• Respond promptly to prospects, within the same day of their outreach, and build rapport with providers through consistent communication and support throughout the onboarding and early adoption process.
• Consistently meet and exceed your weekly, monthly, and quarterly goals, playing a vital role in Tava Health's overall growth.
• Being flexible and adapting to change with excitement and a growth mentality are important qualities to bring to this role.

Provider Growth Associate

Product Designer

• Create seamless, intuitive experiences across the patient journey: onboarding, provider matching, appointment booking, billing, and telehealth sessions.
• Design solutions that remove friction and increase patient engagement with mental health services.
• Accommodate multiple payment and coverage scenarios in a unified, elegant experience.
• Ability to craft multiple problem-led solutions for any request.
• Build and maintain scalable design systems that ensure consistency and quality.
• Balance speed with craft. Ship polished work quickly without sacrificing user experience.
• Conduct user research and usability testing to validate design decisions.
• Partner closely with engineering to ensure high-fidelity implementation.
• Incorporate AI tools into your design process for faster iteration and exploration.
• Identify opportunities where AI can enhance patient matching, personalization, and overall experience.
• Take full ownership of design outcomes and balance user needs with business goals.
• Navigate ambiguity and competing priorities with confidence and clear communication.
• Present design work to leadership with strong rationale and strategic alignment.
• Foster collaborative relationships across disciplines while articulating solutions for the ideal design direction.

Senior Product Designer

Customer Success Manager

• Serve as the primary point of contact for strategic partners, managing both day-to-day relationships and high-level strategic conversations.
• Develop and execute thorough training and ongoing enablement plans for on-the-ground care coordinator teams making EAP and behavioral health referrals to Tava.
• Lead meetings with key partners, including monthly working sessions and quarterly business reviews.
• Collaborate regularly with partners to understand goals, surface challenges, and proactively identify opportunities for improvement.
• Drive adoption among care manager channels through education, enablement, and ongoing support.
• Manage partner access to data, including understanding contractually required data, navigating secure file transfer environments, and ensuring HIPAA compliance.
• Analyze and interpret large data sets to surface key trends, insights, and actionable takeaways for partners.
• Build strong internal partnerships across Sales, Clinical, Product, Insurance, and Support teams to surface for partner needs and opportunities.