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Care Support Coordinator (Temporary)

Remote

Our mission: to eliminate every barrier to mental health.

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

We are looking for a Temporary Care Support Coordinator to join our Care Support team! The Care Support Team maintains a dedicated focus on ensuring members and providers are incredibly satisfied with the Spring Health platform by coordinating various aspects of care delivery. The Temporary Care Support Coordinator will  serve as the primary point of contact for our valued covered lives, members and providers, providing exceptional support and assistance through inbound and outbound communication channels included but not limited to an estimated 7  hours managing inbound calls, email, and chat platform, and ensuring timely and accurate service that exceeds our customer's expectations. This is a non-clinical support role.  

This is a temporary position with the opportunity to extend or become permanent full-time based on performance and/or business needs. As a temporary (contract) position, this role is not eligible for any non-statutory benefits. Flexibility required to support occasional shift adjustments (depending on business needs), ability to work 1 weekend per month and at least 4 holidays per year. Advance notice will be provided when possible. This position reports to the Care Support Team Lead.

You must be willing to work any of the shifts listed below. While we always strive to accommodate your preferred choice, we cannot guarantee it will be possible. Shift confirmation will be provided upon receiving an offer.

  • 8:00 AM-4:00 PM EST
  • 9:00 AM-5:00 PM EST
  • 10:00 AM-6:00 PM EST
  • 12:00 PM-8:00 PM EST
  • 3:00 PM-11:00 PM EST

What you’ll be doing: 

  • Supporting an estimated 7 hours daily on telephonic support to our members and providers.
  • Providing agility and flexibility to support the volume of work that can fluctuate depending on customer demands and launch schedules.
  • De-escalate situations by actively listening to members’ and providers' concerns and adopting a solution-focused approach while maintaining a high standard of client satisfaction and adherence to company policies and procedures.
  • Provide timely and effective support to members and providers through phone and email communication channels, while maintaining accurate records of interactions. 
  • Manage all things care coordination, including but not limited to: maintaining patient charts, rescheduling appointments, executing prescription authorization forms and facilitating the release of documentation between members and providers.
  • Analyze and troubleshoot technical issues submitted by members and providers.
  • Communicate sensitive information effectively and empathetically.
  • Serve as a compassionate advocate for clients, ensuring their needs are met within the scope of Spring Health’s services and resources available.
  • Collaborate cross functionally to streamline processes and improve service experiences. 

What success looks like in this role: 

  • Member satisfaction via survey responses.
  • Consistently addressing inquiries and requests promptly and effectively, demonstrating responsiveness and reliability in service delivery.
  • Successfully managing escalated cases to resolution, ensuring that concerns are addressed in a timely and compassionate manner.
  • Actively contributing to process improvements aimed at enhancing service delivery, overall satisfaction, client needs and contributing to product improvements.
  • Collaborating effectively with internal and external stakeholders to facilitate seamless care transitions and support comprehensive care plans.
  • Adherence to all company policies in compliance with regulatory standards (e.g., HIPAA), ensuring data privacy and integrity.

What we expect from you: 

  • Ability to navigate sensitive customer needs in a resilient manner
  • At least one year of customer service experience. 
  • Ability to work independently, prioritize tasks, and manage time effectively in a dynamic environment.
  • Experience working with individuals with diverse backgrounds and needs.
  • Proven experience in handling sensitive information or supporting individuals in distress.
  • Strong empathetic listening skills.
  • Ability to maintain composure and professionalism under pressure.
  • Understanding of confidentiality and privacy regulations/policies.
  • Exhibit resourcefulness, creativity, ambition, and a strong problem-solving mindset.
  • Ability to thrive in a fast-paced, dynamic environment while meeting the performance metrics of the role. 
  • Technical proficiency, including the ability to troubleshoot and guide effectively.
  • A designated private work environment to ensure adherence to data privacy and integrity.

Preferred Qualifications: 

  • Experience working in Jira, Zendesk, and other ticketing systems 
  • Experience in a phone support role working with sensitive health information
  • Experience working in healthcare/health tech.

The target base salary range for this position is $26.05 - $32.18 per hour.and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay.

Not sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. If this role excites you, we encourage you to apply.

Ready to do the most impactful work of your life? Learn more about our values, what it’s like to work here, and how hypergrowth meets impact at Spring Health: Our Values

Our privacy policy: https://springhealth.com/privacy-policy/

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.

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