Clinical Operations Associate
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Job Description
Clinical Support Associate at Tava Health ensuring exceptional provider experience across a technology-enabled mental health platform. Supporting onboarding, training, and provider community engagement.
Responsibilities:
- 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.
Requirements:
- Master’s degree in a clinical field (e.g., Marriage & Family Therapy, Counseling, Social Work, Psychology).
- Associate license or full independent license in your state (e.g., AMFT, APC, ASW, LMSW, LMFT, LPC, LCSW).
- Strong written and verbal communication skills.
- Comfort navigating ambiguity, learning new technologies, and operating in a fast-paced environment.
- Ability to build rapport with providers and communicate in a supportive, solution-oriented manner.
- Experience in virtual care, digital mental health, or tech-enabled clinical environments.
- Prior experience in provider operations, clinical support, customer support, or clinical quality.
- Bilingual or multilingual skills.
Benefits:
- Competitive salary and stock options
- Free Tava mental health benefit for you and your family
- Medical and dental insurance for you and your dependents
- Monthly HSA contributions
- Generous PTO and paid holidays
- Paid parental leave
- Work from home flexibility
- Weekly team lunches
- Opportunity to shape a growing company and culture
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