Company: Spring Health

Location: Remote

Employment type: Temporary (contract) position with the opportunity to extend or become permanent full-time based on performance and/or business needs.

About the company: Spring Health’s mission is to eliminate every barrier to mental health and revolutionize mental healthcare by removing barriers that prevent people from getting help when they need it. The company provides clinically validated technology called Precision Mental Healthcare and partners with over 450 companies, serving 10 million people. Clients mentioned include Microsoft, Target, and Delta Airlines. The company states it has raised capital from Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and others, and says its latest Series E funding brought its valuation to $3.3 billion.

Role overview: Spring Health is looking for a Temporary Care Support Coordinator to join the Care Support team. The Care Support Team focuses on ensuring members and providers are highly satisfied with the Spring Health platform by coordinating aspects of care delivery. The Temporary Care Support Coordinator will serve as the primary point of contact for covered lives, members, and providers, providing exceptional support and assistance through inbound and outbound communication channels, including an estimated 7 hours managing inbound calls, email, and chat platforms, while ensuring timely and accurate service that exceeds customer expectations. This is a non-clinical support role.

Schedule and flexibility: 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, the role is not eligible for any non-statutory benefits. Flexibility is required to support occasional shift adjustments depending on business needs, to work 1 weekend per month, and at least 4 holidays per year. Advance notice will be provided when possible. The position reports to the Care Support Team Lead.

Shift options:

• 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 do:

• Support an estimated 7 hours daily on telephonic support to members and providers.
• Provide agility and flexibility to support fluctuating work volume 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 high standards of client satisfaction and adherence to company policies and procedures.
• Provide timely and effective support through phone and email communication channels while maintaining accurate records of interactions.
• Manage care coordination, including 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 available resources.
• 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 in a timely and compassionate manner.
• Actively contributing to process improvements aimed at enhancing service delivery, overall satisfaction, client needs, and 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 such as HIPAA, ensuring data privacy and integrity.

What you’ll bring:

• 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.
• Resourcefulness, creativity, ambition, and a strong problem-solving mindset.
• Ability to thrive in a fast-paced, dynamic environment while meeting performance metrics.
• Technical proficiency, including the ability to troubleshoot and guide effectively.
• A designated private work environment to ensure adherence to data privacy and integrity.
• Experience working in Jira, Zendesk, and other ticketing systems preferred.
• Experience in a phone support role working with sensitive health information preferred.
• Experience working in healthcare/health tech preferred.

Compensation: The target base salary range for this position is $20.51 – $25.64 per hour. Individual pay may vary based on experience, location, internal pay equity, and other relevant business considerations. The company reviews employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay.

Additional notes: Spring Health encourages applicants to apply even if they do not meet every requirement. The company states it is committed to fostering an inclusive workplace and is an equal opportunity employer. Reasonable accommodations are available for qualified individuals with disabilities and disabled veterans.

Application details: Applicants must provide standard application information, resume/CV, optional cover letter, education history, LinkedIn profile, work authorization answers, shift availability, confirmation of temporary contract/non-clinical phone support, experience with Jira/Zendesk/Talkdesk or similar systems, customer service experience, familiarity with HIPAA regulations, a motivation statement, a written response to a member complaint scenario, and location details for compensation and benefits purposes.