Talkspace

• Writes correct and consistent code using both knowledge and expertise (backend, frontend, and devops). • Develops and maintains full-stack web applications using React on the frontend and Node.js on the backend. • Designs, builds, and integrates APIs and backend services to support product functionality and system integrations. • Reviews code efficiently and give feedback on it. • Communicates and justifies technical decisions via design docs, tech talks and documentation. • Mentors Junior Engineers via Pairing, Feedback, PR Review and 1:1's. • Delivers complex product to QA that is fully developed and bug-free. • End-to-end responsibility for getting production-ready features to the finish line.

• Provide general health education to members in a live, webinar-style setting to introduce GLP-1 medications and the health coaching program. • Support members in understanding foundational, general information about their medication and how health coaching complements their broader health journey. • Collaborate with program staff and coaching leadership to prepare members for coaching and set clear expectations. • Utilize presentation and facilitation techniques to deliver clear, engaging, and accessible educational content. • Follow approved educational content, program guidance, and organizational policies. • Direct any patient-specific or clinical questions to the member's healthcare professional.

• Provide health and wellness group coaching to members in a virtual group setting to promote positive lifestyle habits and behaviors • Support members to develop self-directed strategies for sustainable, healthy lifestyle behavior change • Utilize motivational interviewing, coaching theories, and coaching techniques to assist members in accomplishing their action steps and goals • Follow program guidance and policies • Ensure members are informed of what to expect when engaging in coaching • Work under the general supervision of a Coaching Program Manager (or designee), who establishes objectives and priorities

• Treat clients remotely in your state(s) of licensure on the secure (HIPAA compliant) Talkspace platform • Conduct client sessions using video, audio, and live messaging services • Respond to asynchronous client messages each week, in a timely manner • Complete your required clinical documentation after each client session • Provide therapy services in English and one or more additional languages

• Use internal knowledge materials and resources to quickly and accurately answer client inquiries, related to benefits coverage and service experience issues (i.e. coverage eligibility, billing, refunds, clinical complaints, service interruptions, etc.). • Resolve complex and/or escalated inquiries that require investigation and a high degree of empathy, ensuring every interaction with Talkspace leaves our clients feeling cared for, understood, and supported. • Participate in non-inbound volume related department operations specialty projects aimed to further support our clients in their full journey at Talkspace. • Educate clients on self-service resources available to them through our platform. • Follow up with clients when necessary to ensure resolution and satisfaction. • Identify client contact reason trends and roll up potential issues that may be interrupting service for clients to leadership daily, as needed. • Keep up with business updates to ensure the assistance provided to clients is accurate. • Ability to meet productivity and quality benchmarks set by leadership. • Contribute to the improvement of our department by suggesting updates to departmental knowledge resources (internal knowledge base, correspondence templates). • Recommend changes to existing support processes and/or implementation of new standard processes aimed at improving employee productivity and job satisfaction. • Attend all department meetings, coaching sessions, 1:1s, etc., as scheduled. • Serve as onboarding buddy to department new hires and participate in onboarding training as SME, as needed. • Perform other related duties as assigned.

• Drive lead generation efforts to support overall sales objectives. • Develop and execute inbound and outbound prospecting strategies targeting health plans and regional payers. • Build and maintain a pipeline of qualified payer partnership opportunities. • Initiate and lead targeted outreach to prospective clients through personalized email campaigns, strategic phone calls, and effective social selling techniques. • Conduct in-depth research to identify and analyze the unique needs and challenges of prospective payers, market trends, competitive landscapes, and stakeholder structures to inform outreach strategies and engagement plans. • Facilitate discovery meetings between prospective payer partners and internal stakeholders. • Maintain accountability for closing smaller deals in addition to supporting broader sales initiatives. • Partner closely across the Payer organization to maintain strong payer engagement and identify opportunities for account expansion or deeper collaboration. • Assist in preparing materials, tracking engagement activity, and coordinating next steps for payer-facing meetings and initiatives. • Consistently surpass pipeline targets and quotas through proactive strategies and a focus on results-driven performance.

• Deliver one monthly coaching optimization plan outlining prioritized actions to improve member experience and program performance. • Conduct quarterly review and refresh of coaching curriculum, session content, and member journey touchpoints. • Identify operational gaps and implement approved process improvements to enhance participation and experience. • Onboard and train new coaches. • Deliver one monthly coach training session focused on facilitation skills, behavior change strategies, and member engagement best practices. • Conduct quarterly quality assurance reviews, calibration sessions, and coaching observations to support consistent service delivery. • Provide ongoing performance feedback and coaching support to health coaches as needed. • Provide back-up health coaching coverage, as needed, during planned coach absences or unplanned staffing gaps. • Conduct monthly review of onboarding, attendance, no show, and re-engagement trends using available operational data. • Develop and maintain member retention playbooks for no-shows, disengagement, and continued coaching participation. • Provide recommendations to improve coaching access, scheduling experience, and long-term engagement.

• Conduct detailed audits of compliance concerns including medical records to ensure accuracy in coding and billing practices. • Review documentation to identify and correct coding and billing errors, ensuring compliance with medical necessity and regulatory guidelines. • Log and track audit results and documentation workflows. • Analyze trends and discrepancies in coding and billing practices, providing actionable insights and recommendations for improvement. • Collaborate with internal teams to improve documentation standards and ensure compliance with relevant regulations. • Independently organize and prioritize audit tasks to meet deadlines, adjusting priorities as necessary. • Participate in process improvement initiatives, team meetings, and department projects to enhance audit workflows and overall efficiency. • Maintain up-to-date knowledge of medical coding standards, HIPAA regulations, and compliance requirements. • Provide recommendations to management on improving coding accuracy, documentation standards, and operational processes. • Deliver adequate and timely reporting on the internal control framework and control deficiencies to ensure appropriate communication, documentation, escalation to the compliance officer. • Cross functionally collaborate with department heads and build strong communication lines to maintain engagement with process implementation. • Partner closely with Health Information Management and Quality Management teams to aid in audit efficiency and effectiveness, including the collection and delivery of information. • Assist the Chief Compliance Officer, Risk with the development of the annual audit program.

• Process two small bi-weekly payrolls accurately and on schedule(<60 employees) • Process payroll using BambooHR (or similar HRIS/payroll system) • Audit and edit timecards for non-exempt employees to ensure compliance with overtime and wage/hour laws • Maintain payroll records and ensure compliance with federal and state labor laws • Respond to employee payroll inquiries in a timely manner via Zendesk • Partner with People Ops to process leaves of absence, including payroll calculations and benefit adjustments based on Peoples Ops directions • Calculate and apply benefit-related payroll deductions or catch ups, ie QLEs • Perform monthly benefit vendor invoice reconciliations between vendor & HRIS system • Ensure accuracy between payroll deductions and vendor billing • Support audits and reporting for open enrollment and QLEs • Apply 401(k) payroll deductions and contribution changes in payroll system • Apply 401(k) loans and repayment adjustments in payroll system • Respond to employee inquiries regarding 401(k) deductions and payroll impacts

• Supporting members in understanding how to use key features, including peer conversations, coaching sessions, communities, and content • Facilitating peer support conversations to encourage engagement and connection • Conducting check-in sessions with members to review platform recommendations and suggest relevant resources • Guiding members toward appropriate Wisdo offerings and, when relevant, external services • Sharing general observations and insights from member interactions