Talkspace

• 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

• Cultivate and manage relationships with senior executives and decision-makers at high-priority and assigned accounts. • Understand industry trends, challenges, and competitive landscapes to inform strategic initiatives. • Assist with business development initiatives and partnerships to drive referrals. • Upsell other Talkspace lines of business to assigned accounts as well as sell to other payor lines of business. • Develop and present compelling proposals, showcasing the value of Talkspace's solutions to clients. • Oversee the sales cycle for new payer accounts, from prospecting to contract negotiation and closure. • Foster collaboration across internal departments to ensure successful implementation and delivery of services. • Collaborate with the marketing and product teams to tailor Talkspace's offerings to meet clients' specific requirements. • Lead contract negotiations with national payers to secure favorable reimbursement rates, terms, and conditions that support the financial sustainability and growth objectives of the organization, including value-based contracting opportunities. • Resolve escalated payer/client complaints which could affect Talkspace’s relationship with the payer. • Monitor state and federal legislation related to payment initiatives and policy changes that could impact negotiations with health plans. • Performs other related duties as assigned.

• Use internal knowledge materials and resources to quickly and accurately answer client inquiries, related to benefits coverage and service experience issues (ie. 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 speciality 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 client 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. • Performs other related duties as assigned.

• Analyze how providers appear across payer directories and third-party platforms (e.g., insurance directories, marketplaces) • Optimize provider profiles to improve ranking and discoverability based on key filters like insurance, specialty, and location • Ensure critical fields- such as specialty, taxonomy, availability, panel status, telehealth, and languages- are complete and optimized • Identify and resolve gaps that may negatively impact provider visibility or search performance • Evaluate factors that influence provider ranking (e.g., data completeness, recency, engagement signals) • Partner with internal teams to prioritize updates that improve relevance and positioning in search results • Support testing and iteration of changes to improve match quality and patient conversion • Monitor performance trends and adjust optimization strategies accordingly • Audit provider data across systems including NPI, CAQH, payer feeds, and internal databases • Improve data accuracy, consistency, and standardization across platforms • Collaborate with Credentialing, Provider Operations, and Engineering to resolve discrepancies and streamline updates • Support ongoing improvements to provider data workflows and governance • Track and report on key metrics such as provider visibility, search ranking, profile completeness, and conversion • Build dashboards or reports to monitor directory performance and optimization impact • Identify trends and recommend actionable improvements to enhance provider discoverability • Stay current on best practices across payer and marketplace directories

• Define and execute the product vision and roadmap for provider directory data and ranking systems. • Drive initiatives that improve provider discoverability, match quality, and conversion across the user journey. • Partner with Data Engineering, Data Science, and Clinical/Operations teams to align product strategy with business and care outcomes. • Own the design and optimization of ranking logic for provider directories. • Identify and prioritize the provider attributes (e.g., licensure, specialty, availability, outcomes, engagement signals) that most influence relevance scoring. • Continuously test and improve ranking algorithms using experimentation frameworks and user behavior data. • Lead product requirements for provider data ingestion, normalization, and exchange using standards such as FHIR (R4). • Collaborate with engineering to ensure accurate mapping of provider attributes across internal systems and external partners. • Define strategies to improve data quality, completeness, and timeliness across integrations. • Translate complex technical systems (ETL pipelines, data models, APIs) into clear product requirements. • Identify gaps in provider data quality and interoperability workflows. • Drive adoption of best practices in data governance, and schema design. • Establish metrics and dashboards to monitor provider search performance and directory accuracy.

• Support marketing growth projects for Talkspace web properties and third party marketing integrations • Support AB testing initiatives, including building and analyzing tests in Webflow Optimize • Analyze data infrastructure that feeds into analytics, product, and marketing systems • Support web team for QA and debugging across Talkspace Web Properties • Develop insights and recommendations that inform web strategy and development workflows. • Identify areas to incorporate AI tools / agents to streamline workflows and analysis.