Provider Communications Specialist

The Provider Communications Specialist is responsible for developing communications plans and coordinating standalone communications related to product or company changes, resources, and new programs. They will act as a liaison between Provider Support, Clinical Team, and Product Team to ensure consistent and accurate Zendesk responses. Additionally, they draft scripts and macros for common complaints, edit guides and FAQs, and monitor provider experience through surveys across the provider lifecycle. The Provider Communications Specialist conducts quarterly satisfaction surveys, analyzes results, creates action plans, and reports findings to stakeholders, contributing significantly to enhancing provider satisfaction and communication effectiveness.

PRIMARY RESPONSIBILITIES:

• Provider Communications
• Create communications plans, coordinate, and send standalone communications as needed (i.e., when there are product/ company changes, resources, new programs etc.).
• Act as a liaison between Provider Support/Clinical Team/Product Team to ensure Zendesk responses are consistent and accurate.
• Draft scripts/macros to account for common complaints.
• Draft/edit guides and FAQs as directed.
• Provider Experience Design, Monitoring and Reporting
• Support Network Quality by creating surveys across the provider lifecycle to target areas and understand where we need improvement, in collaboration with stakeholders.
• Conduct quarterly satisfaction survey for Provider Satisfaction scores, which includes coding and analysis of results; create formal action plan based off of survey results.
• Report and present the Satisfaction Survey results and action plan to different stakeholders in the company.
• Performs other related duties as assigned. 

QUALIFICATIONS:

• Bachelor’s Degree required, preferably English or Communications.
• 2 years of experience in healthcare or service related environment, required.
• Ability to take long form content and/or technical writing and create concise, instructive copy
• Experience in project management and data analysis
• Experience supervising 1+ direct reports.
• Proficiency of Braze, Sendgrid or equivalent.
• Experience in Zendesk or equivalent preferred.
• Experience in Simple HTML preferred.

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 target base salary for this role is between $63,000 - $75,000.

Why Talkspace?

Talkspace is the world’s leading online therapy company, serving over 2 million users looking to begin their wellness journey through tele-health. According to the World Health Organization, close to 1 billion people worldwide live with a mental disorder, and on average more than 75% with mental, neurological, and substance use disorders receive no treatment for their condition at all. Additionally, one-third of the world’s population – 2 billion people – live in countries that spend less than 1% of their health budgets on mental health. Therapy is an universal need and it's our mission here to change the world by cultivating an intentional space for people to feel supported through quality care that is simple and accessible.

Combining our passion for innovation along with our desire to help others overcome the stigma behind “getting help,” we are transforming the way patients find the right care provider, making an otherwise impossible feat easily conquerable. Our network of licensed, accredited, and board-certified clinicians are increasing access to mental health for our members through a myriad of high quality therapy services: anytime and for a fraction of the price. Dedicated to our mission, we are looking for candidates that want to bring their talents into a diverse  “for purpose” space. If you’re equally as passionate about making quality mental healthcare accessible to all then Talkspace is the right place for you!

EQUAL OPPORTUNITY EMPLOYER

Talkspace welcomes and celebrates talent from all backgrounds, perspectives, and walks of life to foster an innovative and diverse workforce. We strongly encourage you to apply even if you don’t meet every qualification. Come as you are and learn about the exciting opportunities on our team.

Individuals seeking employment at Talkspace are considered without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

How do we define Diversity, Equity, Inclusion, and Belonging at Talkspace? 

Diversity

Diversity encompasses the unique attributes of our employees as individuals. We value and embrace the richness arising from their varied backgrounds, perspectives, and experiences, which include, but are not limited to, age, ability, ethnicity, gender, race, and cultural background.

Equity

Equity refers to a fair and impartial workplace, aiming to ensure equal growth and advancement opportunities for all employees. This involves amplifying underrepresented voices, addressing unconscious biases, and providing inclusive, culturally competent mental health care.

Inclusion

Inclusion signifies the practice of granting equal access to opportunities and resources for all employees, particularly those who might otherwise be excluded or marginalized. It ensures that everyone feels a sense of belonging, value, support, and respect as an individual.

Belonging

Belonging reflects the affinity and positive relationships that develop among employees from diverse backgrounds when businesses actively promote diversity, equity, and inclusion in the workplace.