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Part-time Provider Success Coordinator

Spring Health

Spring Health

Remote
Posted on Thursday, July 11, 2024

Our mission: to eliminate every barrier to mental health.

Spring Health is a comprehensive mental health solution for employers and health plans. Unlike any other solution, we use clinically validated technology called Precision Mental Healthcare to pinpoint and deliver exactly what will work for each person — whether that’s meditation, coaching, therapy, medication, and beyond.

Today, Spring Health equips over 800 companies, from start-ups to multinational Fortune 500 corporations, as a leading and preferred mental health service. Companies like J.P. Morgan Chase & Co., Microsoft, J.B. Hunt, Bumble, and Instacart use the Spring Health platform to provide mental health services to thousands of their team members globally. We have raised over $370 million from prominent investors including Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership, our current valuation has reached $2.5 billion.

We are looking for a Part-Time Provider Success Coordinator to join the Provider Operations team. The Provider Operations team’s mission is to build, retain, and empower the most diverse, high-quality provider community to drive member delight and clinical outcomes. The Provider Success Coordinator will be primarily responsible for providing outstanding support to our providers via email and live interactions via Zoom and phone. We are very busy building the absolute best place for mental health providers to practice, and we believe outstanding, unparalleled support is the backbone of that mission. This role will report to the Provider Success Team Lead.

What you’ll be doing:

  • Serve as the escalation point for requests from Spring Health Providers by resolving complex support tickets in Zendesk
  • Become an expert in Compass, the Spring Health EHR, and deliver excellent technical troubleshooting and retraining to providers navigating the new platform
  • Support providers in navigating complexities of billing, ensuring on-time and accurate payment
  • Coordinate with partner teams to ensure questions are routed to the right subject matter experts and resolved as quickly as possible
  • Drive the continuous improvement of the Provider support experience by identifying and acting on trends, inspiring trust, and building strong relationships
  • Partner with the Provider Success team to improve internal processes and build resources to help us efficiently and effectively surprise and delight our providers
  • Conduct provider-related data analyses and reporting
  • Manage provider data input across relevant systems & tracking documents
  • Support the Provider Operations team as we continue to strive for efficiency via process, tools, communication
  • Assist in the training and mentorship of new Provider Success team members

What success looks like in this role:

  • Meeting daily, weekly and monthly productivity targets
  • Adhering to quality assurance expectations
  • Maintaining a comprehensive understanding of Spring Health platforms and operational processes, especially as these systems evolve

What we expect from you:

  • At least 1 year of experience in email support, customer service, project coordination, or administrative role, with a focus on technical or IT support
  • Comfort and excitement with queue-based support execution, along with a commitment to improving support structures
  • Outstanding written & verbal communication skills with teammates and providers at all levels
  • Ability to thrive in a fast-paced workplace, including eagerness to learn and adapt to a changing environment
  • High level of attention to detail
  • A thoughtful and collaborative approach to problem solving
  • Humility, resourcefulness, ambition, professionalism
  • Demonstrated passion for, and understanding of, mental health and the broader U.S. healthcare system is a plus
  • Experience working with ZenDesk, SalesForce or similar customer service platforms a plus
  • Capable of handling a substantial increase in provider inquiries by delivering timely responses and demonstrating a customer service-oriented approach, along with effective troubleshooting abilities
  • Motivated to achieve or surpass KPIs based on data, and adept at providing solutions to align with team goals

The target base salary range for this position is $26.05 - $32.18, and is part of a competitive total rewards package. 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 at minimum to ensure competitive and fair pay.

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Health we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this or other roles!

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

Hypergrowth meets impact

What to expect working here:

  • You will be held accountable to an exceptionally high bar and impact
  • This may be the fastest work environment you will ever experience in terms of growth, decision-making, and time to impact
  • You will be empowered to set your own boundaries and asked to adapt them in critical moments when the company needs you
  • You will create processes & products that have never existed before
  • You will have very direct conversations and receive continuous feedback to push you to become the most thriving team member and performer you can be
  • Change is a constant here: your role, team, responsibilities, and success metrics will shift as the company grows

And…

  • You get to be surrounded by some of the brightest minds in the field
  • You get to learn and grow at an extremely accelerated pace
  • You will experience transparency, integrity, & humility from leadership
  • You will be empowered to constantly challenge the status quo
  • You get the space to experiment & innovate
  • You get to make a transformational impact for the company, mental health, and for real human lives — and you will see that impact quickly
  • You will become more resourceful and resilient
  • You get to be part of a winning team that opens doors in the future

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

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Health we are dedicated to building a diverse, inclusive and authentic workplace

To ensure intentional and equitable hiring practices, we use a balanced candidate slate in our interviews. This approach guarantees that our pool of qualified candidates includes individuals who are underrepresented in our organization at all levels. This is a key performance indicator (KPI) for our recruiting and hiring teams, reported quarterly to maintain accountability.

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, 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.