Clinical Support Associate

📋 Description

• • Join Tava Health as a Clinical Support Associate and become an integral part of our mission to make high-quality mental health care accessible and stigma-free. In this pivotal remote role, you will be the frontline clinical resource for our extensive network of mental health providers, ensuring they have an exceptional experience as they deliver care through our innovative platform. This position is perfectly suited for early-career clinicians, including recent Master’s graduates, associate-level clinicians, or newly licensed professionals who are eager to contribute to a growing, mission-driven organization and thrive in a tech-enabled environment.
• • Your primary responsibility will be to champion the provider experience, acting as a key liaison between our clinical network and Tava Health’s operational and clinical teams. You will tackle provider escalations with a solution-oriented approach, guide them through onboarding and training processes, actively foster a supportive provider community, and conduct regular 1:1 check-ins. These interactions are crucial for promoting strong clinical quality, ensuring high platform engagement, and reinforcing Tava Health’s commitment to excellence in mental health delivery. If you hold a clinical license, you will have the unique opportunity to maintain a small caseload of 1-2 clients, allowing you to stay connected to direct clinical practice while developing valuable operational expertise.
• • This role offers a fantastic springboard for developing operational acumen within a rapidly expanding mental health organization. You will gain invaluable experience in provider support, clinical quality assurance, community building, and operational efficiency, all while continuing to hone your clinical skills and deepen your understanding of the digital mental health landscape. You will be empowered to make a tangible impact by directly influencing the success and satisfaction of our provider network, which is the backbone of our ability to serve clients effectively.
• • Key responsibilities within the Provider Support & Experience domain include responding to and resolving clinical-adjacent support escalations. This involves providing guidance on documentation best practices, clarifying scope-of-practice questions, and troubleshooting platform functionality issues. You will serve as a subject matter expert on clinical processes, documentation standards, and provider expectations, ensuring consistency and quality across the network. Delivering timely, high-quality support through various communication channels—including chat, email, video, and asynchronous methods—is paramount. Furthermore, you will conduct proactive 1:1 meetings with providers to address any quality concerns, offer constructive documentation feedback, or answer general questions related to practicing on the Tava Health platform. A critical aspect of this role involves monitoring provider satisfaction and escalating any identified patterns, risks, or significant concerns to Clinical Managers or senior leadership for timely intervention and strategic planning.
• • In the realm of Onboarding & Training, you will play a vital role in welcoming new providers to the Tava Health network. This includes answering their questions about essential processes, setting clear expectations, and guiding them through platform workflows. You will actively assist in hosting engaging Q&A sessions, dedicated office hours, and group onboarding support meetings. Maintaining and updating training materials, FAQs, and other support resources will be essential to ensure provider clarity, confidence, and overall success on the platform.
• • Fostering a vibrant Clinical Community & Engagement is another core function. You will assist in managing and moderating our online provider community spaces, such as discussion forums, Slack channels, or other designated communication platforms. Your efforts will be directed towards cultivating a sense of connection, promoting transparency, and facilitating knowledge sharing among our diverse provider network. Effectively communicating updates and changes in workflows, processes, or clinical expectations in a succinct and clear manner will be key to keeping providers informed and aligned.
• • Within Quality Assurance, you will contribute to maintaining the high standards of care Tava Health is known for. This involves reviewing provider documentation for completeness, accuracy, and adherence to clinical expectations, providing supportive and constructive guidance to providers as needed. You will also be responsible for flagging any concerns or emerging trends to the Clinical Manager for further review, coaching, or development. Participating in strategic initiatives aimed at improving provider performance, documentation quality, or ultimately, client outcomes, will be a significant part of your contribution.
• • For licensed clinicians, the opportunity to engage in Clinical Care by maintaining a small client caseload (1–2 clients) offers a chance to provide high-quality, evidence-based mental health treatment. This includes diligently maintaining all required documentation, compliance, and ethical standards associated with direct clinical practice, ensuring continuity of care and adherence to professional best practices.
• • Finally, your role will involve Cross-Functional Collaboration, working closely with our Support, Product, Operations, and Clinical Leadership teams. Your insights will be invaluable in identifying opportunities to enhance the overall provider experience. You will provide crucial input on tooling, workflows, and resources designed to streamline provider success and optimize their engagement with the Tava Health platform. Your contributions will directly shape the future of our provider support systems and contribute to our overarching mission.