Provider Success Associate

Job description

About Tava At Tava Health, we believe mental health care should be as accessible and stigma-free as a checkup. We're reimagining the entire experience: from how people find a therapist to how providers deliver care, so more individuals can get the support they need, when they need it. We’re a fast-growing team on a bold mission: to make high-quality mental health care available to everyone. If you’re passionate about using technology to solve meaningful problems and create lasting change, we’d love to meet you. About the Role The Provider Success Associate (PSA) is the front line of Tava Health's mission to keep great mental health providers thriving on our platform for the long term. This role owns a defined segment of Provider Success focused on providers who have been on Tava for 12+ months — providers who already know the platform and are past the initial onboarding period. Your job is to retain them: keep them engaged, help them grow their practice, and make sure they're getting real value out of Tava so they stay. Rather than onboarding, the core of this role is relationship maintenance and practice growth — proactively checking in, helping providers adopt features that make their day-to-day easier, supporting them through changes in their practice (adding clinicians, expanding to new states or insurance networks, shifting from solo to group practice), and catching early signs of disengagement before a provider drifts away. This is a well-defined, high-touch, high-volume relationship role. You'll receive regular coaching and guidance while you learn Tava's provider success playbook, and you'll be evaluated on clear, measurable activity and outcome goals from day one. What You'll Do Provider Outreach & Relationship Management - Conduct proactive, high-quality outreach to a book of providers — via email, phone, and video meetings — to check in on their practice, availability, and satisfaction with Tava. - Maintain a consistent cadence of contact; top-retained providers in our own data are engaged roughly monthly and have been contacted dozens of times over their tenure, so persistence and follow-through matter more than any single conversation. - Log every touchpoint, note, and outcome in HubSpot so the next conversation — yours or a teammate's — has full context. Availability & Utilization - Run monthly availability reviews with providers to understand changes in their capacity, caseload, and openness to accepting referrals. - Identify providers whose availability, session volume, or referral acceptance is trending down, and re-engage them before they disengage or leave. - Support providers as they grow — scaling from solo practice to group practice, adding intern or associate clinicians, or expanding into new insurance networks and states. Feature Enablement & Platform Adoption - Lead feature-enablement sessions (e.g., AI Scribe, scheduling tools, billing workflows) that make providers' day-to-day easier and deepen their reliance on Tava. - Answer or route provider questions on credentialing, insurance paneling/network coverage, and billing so providers keep momentum instead of stalling out. - Educate providers on Tava resources, marketing support, and referral pathways available to them. Cross-Functional Collaboration - Report bugs, service requests, and provider-reported issues to the appropriate internal Slack channels promptly and with enough detail to be actionable. - Actively participate in team meetings, trainings, and 1:1s — sharing feedback, best practices, and lessons learned from your book of providers. - Contribute to and help refine the team's playbooks, templates, and how-to documentation in Notion as you learn what works. What Success Looks Like Provider Success at Tava is measurable, and our own retention data shows what separates highly-retained, high-volume providers from the rest: consistent contact over time, timely re-engagement, and hands-on help with the moments that matter — credentialing, insurance questions, feature adoption, and practice growth. As a PSA, you will be evaluated on: - Meeting 100% of your goal on a rolling 365-day basis. - Maintaining 90%+ provider retention on rolling 90- and 180-day windows. - Hitting monthly activity goals for provider touchpoints, availability reviews, and feature-enablement sessions. - Reporting issues promptly and participating actively in team development. What We're Looking For - Excellent written and verbal communication; you can build trust with a provider in a 10-minute check-in call. - Comfort with CRM tools (we use HubSpot) and collaboration tools (Slack, Notion); willingness to learn new software quickly. - A proactive, detail-oriented approach — you notice when a provider's engagement is slipping before it becomes a retention problem. - Interest in healthcare, mental health, or provider-facing / customer-success work is a plus. - Curiosity and coachability — this role is intentionally well-scoped for someone building their career in provider or customer success. - Flexibility (changing goals and methods to connect with providers). - Ownership (you are responsible for your assigned providers' success and advocating for their needs while also helping them adopt features). - Drive for results and orientation toward accomplishing goals. Why You'll Like Working With Us - Competitive salary and stock options (so you share in the company’s success). - Fully-covered medical and dental premiums for you and your family, plus voluntary insurance options. - Free, generous Tava mental health benefit — of course! - Monthly HSA contributions for qualifying enrolled employees. - Generous PTO and paid holidays. - Paid parental leave. - 401(k) retirement plan. - Weekly company-paid lunch via DoorDash and a personal DashPass subscription. - Opportunity to make a meaningful impact at a high-growth, mission-driven company. --- *For tax purposes, priority will be given to candidates living in states where we already have employees. These states are Alabama, Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Idaho, Indiana, Maine, Maryland, Massachusetts, Nevada, New Jersey, New York, North Carolina, Ohio, Oregon, Tennessee, Texas, Utah, and Washington. Tava is unable to sponsor employment visas (such as the H-1B). Candidates must have authorization to work in the U.S. without company sponsorship now or in the future. All hiring activities at Tava Health are handled by company representatives using @tavahealth.com http://tavahealth.com or @us.tavahealth.com http://us.tavahealth.com email addresses. Please beware of unauthorized recruiting communications requesting personal information. We never hire anyone without first completing a real-time, face-to-face interview (conducted by video or in-person), nor do we use encrypted instant messaging services like Signal. If you have questions regarding the authenticity of any outreach, please do not hesitate to use the chat feature on our website or contact us at careers@tavahealth.com Tava Health does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in provision of employment opportunities and benefits.