Reporting to the Senior Director of Clinical Quality and Safety on the Medical Affairs team, the Manager - Clinical Quality Innovation will be responsible for leading the team responsible for investigating care quality and care service escalations as well offering outstanding guidance and consultation as part of our performance improvement efforts for providers. Moreover, you will partner with the Senior Director of Clinical Quality and Safety and stakeholders from across the organization to lead new innovations in enhancing quality of care and safety across our services. This is a full time remote position and occasional travel may be required for team or company events.

What you’ll do:

• You will be responsible for overseeing the provider performance and escalations team
• Advise the team in investigating and resolving care complaints and grievances about providers
• Promote quality of care by conducting audits and quality assurance reviews
• Participate in the process of monitoring providers to assess contract compliance and best practices.
• Track key quality metrics in order to identify risk areas, strengths, improvements needed to drive outcomes
• Use data-driven insights to suggest plan of action for quality improvement initiatives
• Provide training, clinical coaching, or other interventions with providers, as needed.
• Drive team efficiencies through use of innovative technology

• Help maintain SH Provider Policy Guide to maintain compliance with all legal, regulatory, and payer requirements
• Monitor clinical program activities to ensure adherence to clinical procedures and standards.
• Assist in developing reporting mechanisms to evaluate standards of compliance and quality of care, establishing review criteria, recommending standards and measures
• Work closely with cross-functional partners to proactively strengthen and improve quality of care and quality of services systemically through innovation
• Lead and/or participate in additional projects as assigned.
• Embrace flexibility and adaptability when priorities shift based on clinical or business needs

What success looks like in this role:

• Lead quality team to thoroughly and efficiently investigate complaints and grievances within specified SLA’s
• Lead quality team to consistently make decisions about appropriate interventions for providers based on quality standards
• Lead quality team to deliver detailed guidance to providers to improve performance and ensure contract compliance
• Report on quality analytics monthly and develop improvement initiatives based on data
• Proactively increase team efficiencies through technology innovations
• Proactively identify opportunities to increase care quality across the organization and align stakeholders to implement improvements
• Complete project-based work on time and at high quality

What you’ll bring:

• LMFT, LCSW, LPC, or Licensed Psychologist with minimum 3 years post licensure experience
• Experience providing tele-behavioral health, EAP experience a plus
• 2+ years clinical management or supervisory experience preferred
• Strong working knowledge of the legal and ethical aspects of clinical care delivery
• Outstanding written and 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 and clinical collaboration
• Humility, resourcefulness, empathy, professionalism
• Demonstrated passion for, and understanding of, mental health and the broader U.S. healthcare system
• Experience working with ZenDesk, SalesForce or similar customer service platforms a plus
• Excitement and skill in using AI and other new technologies to support innovation

The target base salary range for this position is $97,325 - $114,500, 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.

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• We offer competitive paid time off policies including vacation, sick leave and company holidays.
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.