Provider Incentives Advocate

About this role

<h2><strong>Who are we and why should you join us?</strong></h2> <p>BetterHelp is on a mission to remove the traditional barriers to therapy and make mental health care more accessible to everyone. Founded in 2013, we are now the world’s largest online therapy service, providing affordable and convenient therapy across the globe. Our network of over 30,000 licensed therapists has helped millions of people take ownership of their mental health and change their lives forever. And we’re not stopping there – as the unmet need for mental health services continues to grow, BetterHelp is committed to being part of the solution.</p> <p>As the Provider Incentives Advocate at BetterHelp, you’ll join a diverse team of licensed clinicians, engineers, product pros, creatives, marketers, and business leaders who share a passion for expanding access to therapy. And as a mental health company, we take employee mental health just as seriously as we do our mission. We deeply invest in our team’s well-being and professional development, because we know that business and individual growth go hand-in-hand. At BetterHelp, you’ll carve your own path, make an immediate impact, and be challenged every day – with a supportive community behind you the whole way.</p> <h2><strong>What are we looking for?</strong></h2> <p>The Provider Incentives Advocate is responsible for providing support to providers on the platform by ensuring accurate compensation processes, and advocating for a seamless and positive provider experience. This role requires strong analytical skills, exceptional communication abilities, and the capacity to resolve complex issues with professionalism and empathy. The advocate acts as a trusted resource for providers while supporting the operational integrity of platform compensation programs and related workflows.</p> <h2><strong>What will you do?</strong></h2> <ul> <li>Handle provider compensation inquiries through ticket-based workflows, contributing to SLA requirements and completing upwards of 600 tickets per week.</li> <li>Research, investigate, and resolve provider compensation inquiries, including missed session payments, rate questions, bonus eligibility, and payment discrepancies.</li> <li>Ensure all compensation decisions align with internal policies, documented guidelines, and program integrity standards.</li> <li>Identify potential trends in compensation irregularities or bonus misuse and escalate when necessary.</li> <li>Evaluate provider eligibility for onboarding incentives, state-based programs, and bonus structures based on established criteria.</li> <li>Communicate bonus approval or denial decisions clearly and transparently.</li> <li>Maintain up-to-date knowledge of evolving incentive guidelines and assist with documentation updates as needed.</li> </ul> <h2><strong>What will you NOT do?</strong></h2> <ul> <li>You will NOT worry about "runway", "cash left", or "how much time we have until the next round". We have the startup DNA but we're fully backed and funded, all the way to success.</li> <li>You will NOT be confined to your "job". You will get involved in product, marketing, business strategy, and almost everything we do.</li> <li>You will NOT be bogged down by office politics, ego, or bad attitude. Only positive, pleasure-to-work-with people are allowed here!</li> <li>You will NOT get yourself burned out. We work hard but we believe in maintaining a sustainable work/life balance. Really.</li> </ul> <h2><strong>Can I work remotely?</strong></h2> <p>Yes. We operate on PST and candidates in any time zone are welcome to apply. We ask employees to travel to our San Jose, CA office up to three times per year plus one company-wide offsite to collaborate in person and strengthen working relationships. Travel expenses are covered and reasonable accommodations are made for those under unique circumstances who cannot travel.</p> <h2><strong>Requirements</strong></h2> <ul> <li>1+ years experience in therapist or provider support, customer success, operations, or an equivalent role.</li> <li>Strong written communication skills with the ability to explain policies clearly, professionally, and with empathy.</li> <li>Demonstrated ability to analyze information, investigate discrepancies, and apply policy consistently.</li> <li>High attention to detail with strong organizational and prioritization skills.</li> <li>Proven ability to operate independently in a remote role while fostering effective partnerships and contributing to a collaborative team culture.</li> <li>Comfort handling sensitive and confidential information with discretion.</li> <li>Experience with support ticketing systems (e.g., Zendesk, Salesforce) preferred.</li> </ul> <h2><strong>Benefits</strong></h2> <ul> <li>Remote work with regular in-person bonding experiences sponsored by the company</li> <li>Competitive compensation </li> <li>Holistic perks program (including free therapy, employee wellness, and more)</li> <li>Excellent health, dental, and vision coverage</li> <li>401k benefits with employer matching contribution</li> <li>The chance to build something that changes lives – and that <a href="https://www.betterhelp.com/reviews/">people love</a></li> <li>Any piece of hardware or software that will make you happy and productive</li> <li>An awesome community of…