Provider Success Specialist

About the Company:

Octave is a modern behavioral health practice creating a new standard for care delivery that’s both high-quality and accessible. With in-person and virtual clinics in multiple states, the company offers evidence-based individual, couples, and family therapy, while pioneering relationships with payers to make care more affordable through insurance. By raising the bar on how care is delivered and how providers are supported, we are building a sustainable system that values equity, affordability, and effectiveness.

About the Role:

The Provider Success Specialist (PSS) plays a crucial role in supporting Octave’s contract provider network, ensuring a seamless experience from onboarding through ongoing engagement. Think of this role as being the first point of contact for provider inquiries, triaging and addressing provider needs in real-time, and ensuring providers are set up for success while working with Octave. We’re looking for someone who enjoys a dynamic and evolving environment, excels at problem-solving, and is comfortable navigating change as we refine and optimize our processes. The ideal candidate can effectively operate within the current workflows while bringing a mindset of continuous improvement to help shape more efficient processes in the future.  Additionally, candidates should be open to learning new aspects of the role through training and development as the scope evolves.

Responsibilities Include:

• Serve as the first line of support for providers, triaging requests and resolving issues efficiently.
• Partner with cross-functional teams to streamline provider workflows and enhance their experience.
• Own key aspects of provider onboarding, including (but not limited to) initiating credentialing and background checks.
• Troubleshoot provider challenges with a solutions-oriented mindset.
• Continuously identify and implement process improvements to increase efficiency.
• Become a subject matter expert in our systems, tools, and workflows, ensuring seamless provider support.
• Document and refine processes to enable scalability and adaptability.
• Uphold Octave’s mission of delivering exceptional care through every provider interaction.
• Support provider enablement efforts to ensure they can effectively navigate Octave’s systems and policies.

Preferred Qualifications:

• 3+ years of experience in an administrative, operations, or customer support role.
• Bachelor’s degree is required.
• Experience working in mental health or healthcare operations is a plus.
• Strong customer service and communication skills, with the ability to de-escalate situations when necessary.
• Comfort with learning and navigating complex systems and workflows.
• Highly organized, detail-oriented, and capable of managing multiple priorities.
• Ability to work independently while effectively collaborating with teams.
• Flexible and adaptable to evolving responsibilities in a startup environment.
• Detail oriented and impeccable organizational skills are a must 
• Excellent verbal and written communication and can adapt your approach to multiple groups

Octave's Company Values:

The below values drive our day-to-day operations.

• We’re human beings first. We operate with empathy and kindness – with our clients, with our collaborators, and with ourselves.
• People deserve better than status quo. We’re willing to tackle the intractable problems, no matter how big, because someone should. We ask big questions, we craft big solutions, and we challenge ourselves and others to make it happen.
• No bystanders. No stars. No tourists. Each person has been selected to be here, and with that comes a responsibility to bring your expertise, share your ideas, and help make this company better.
• Partnership paves the path ahead. We don’t operate in a silo, internally or externally. To transform the system, we believe in working with others to create something bigger, better, and stronger.
• Quality is crucial at scale. Quality is core to our business, and we refuse to sacrifice it as we grow.
• Progress is a process. In the pursuit of progress, we iterate, reflect, learn, adjust – and always leave things better than we found them.
• There are people behind every data point. We recognize that numbers tell only one part of the story, and we also do the work to understand impacts at the individual level.

Physical Requirements:

• Able to work 9am to 5:30pm EST.
• Prolonged periods sitting at a desk and working on a computer. 
• Must be able to frequently communicate with others through virtual meeting applications such as Zoom and Google Meet. 
• Must be able to observe and communicate  information on company provided laptop. 
• Move up to 10 pounds on occasion. 
• Must be eligible to work in the United States without sponsorship now or in the future.

Compensation:

Octave is committed to pay equity. To maintain our commitment to pay equity, Octave will follow Pay Transparency regulations on all open job postings.  Current Pay Transparency laws require companies to include a position's salary or hourly wage range (not including bonuses or equity-based compensation) in any internal or external job posting. This requirement extends to job postings published by a third party at an employer's request.

Octave will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Octave’s legal duty to furnish information.

Starting pay for qualified applicants will depend on a combination of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected salary range for this role is set forth below and this range may be modified in the future. 

The salary range for Geo 1 (all states, excluding those in Geo 2 or Geo 3, and D.C.) is $65,800 - $72,000.

The salary range for zone 2 (CO, HI, MD, RI) is $72,400 - $79,200.

The salary range for zone 3 (CA, CT, MA, NJ, NY, WA) is $75,600 - $82,800.

All zones are eligible for equity in the form of stock options.

Additionally, this position is eligible for the following benefits: company sponsored life insurance, disability and AD&D plans. Voluntary benefits such as 401k retirement, medical, dental, vision, FSA, HSA, dependent care and commuter/parking options are also available. Octave offers generous Paid Time Off as well as paid parental leave benefits. 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. #LI-DNI