Provider Support Representative III

We are looking for an experienced Provider Support Representative III to join our Network and Clinical Quality team. The Provider Support Representative is responsible for addressing inquiries from providers and sending proactive outreaches to providers through email, chat, and phone. Demonstrating a knack for creative problem-solving, they navigate and resolve issues, providing guidance and effective troubleshooting. With a balance of independence and teamwork, they collaborate with colleagues and contribute to process improvement by compiling data on service areas that can be enhanced. Technical proficiency is essential, requiring a deep understanding of Talkspace products, features, and internal systems. Additionally, the Provider Support Representative is responsible for proactive engagement with the Product team to communicate bugs and user feedback, as well as collaboration with the Clinical team to address and escalate provider concerns. To work at Talkspace, you need to be as passionate as we are about our work, and excited to partner with us on delivering quality mental healthcare.

This is a remote position based on Eastern Time. Talkspace Headquarters is located in NYC.

What You’ll Do

•  Provider Support
  • Serve as the frontline for Provider Support inquiries.
  • 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 in provider needs and proactively develop response templates, resource guides, and internal workflows to improve consistency and efficiency.
• Provider Outreach
  • Send proactive personalized outreaches to providers to motivate provider behavior.
  • Adapt to and use different modalities of communication (phone, SMS, chat, email) with providers as needed.
  • Show impact of such outreaches with organized and detailed tracking.
• Operational Excellence & Process Ownership
  • Analyze inquiry trends and operational metrics to identify areas for support process optimization.
  • Support with and monitor regular reporting on provider support KPIs.
• Cross-Functional Collaboration & Feedback Integration
  • Act as a liaison between providers and Product, surfacing technical and usability issues with clear documentation.
  • Represent the voice of the provider in cross-functional feedback loops, driving improvements in product, policy, and communication.
  • Support Clinical and Network teams in managing escalated provider concerns, ensuring timely resolution and follow-through.
• Technical Proficiency & System Knowledge
  • Maintain deep knowledge of Talkspace’s provider-facing products, internal tools, and troubleshooting protocols.
  • Independently investigate, triage, and escalate high-impact bugs or outages to relevant technical teams.
• Performs other related duties as assigned.

About You

• BA/BS degree in a related field (e.g., Health Administration, Communications, Psychology, Business) or equivalent experience required; advanced coursework or certification in customer experience, healthcare operations, or related areas a plus.
• 4+ years of experience in customer service, technical support, or provider operations required, preferably within a healthcare, digital health, or tech-driven environment.
• Demonstrated success handling complex, high-volume support inquiries and resolving escalated issues with minimal supervision.
• Strong written and verbal communication skills, with the ability to clearly document issues and communicate with both providers and internal stakeholders.
• Comfort working across multiple internal systems and platforms; experience with CRM tools (e.g., Zendesk), support dashboards, and ticketing systems required.

Benefits 

• Comprehensive Medical, Dental and Vision plans coverage since day one
• Pre-tax benefits: HSA/ FSA
• 401k Retirement Savings Program with matching up to 4%
• Voluntary benefits including disability, basic life or pet insurance, etc.
• Monthly Wellness Stipend to promote mental and physical self-care
• Flexible PTO and Remote First Environment
• Regular team events, including Wellness Workshops and Team Building Events
• Free access to Talkspace products for you and one household member, as well as access to a friends and family discount!

Compensation

At Talkspace, we believe that pay transparency during the interview process is a critical part of diversity, equity, and inclusion. Our salary bands are based on internal and external compensation benchmarks, which we regularly evaluate to ensure we pay competitively.

The hourly rate for this role is $25/hr.