Benefits & Billing Coordinator, Spring Health

• At least one year of customer service experience. Preferably in a high volume, contact center environment. Experience in in healthcare / insurance support is preferred
• At least one year of experience in member benefits (eligibility, verification, etc.) and/or billing (billing disputes, payment processing, claims, etc.)
• Ability to navigate sensitive member needs with urgency and in a resilient manner
• 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
• Exhibit effective and proactive communication with peers and leadership
• 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
• 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

Desirable

• We are looking for a Benefits & Billing Coordinator (Temporary), 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 Benefits & Billing Coordinator (Temp) will serve as the primary point of contact for our members–Providing exceptional support and assistance through multiple communication channels, including but not limited to, inbound calls and emails
• The ideal candidate ensures timely and accurate service that exceeds our member’s expectations
• This is a non-clinical support role
• This is a temporary position with the opportunity to extend or convert to full-time based on performance and 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 remote 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
• 9:00 AM-5:00 PM EST
• 10:00 AM-6:00 PM EST
• 11:00 AM-7:00 PM EST
• 12:00 PM-8:00 PM EST
• As a Temp Billing & Benefits Coordinator, you are the frontline engine of our member experience
• This is a fast-paced, high-volume role that requires flexibility
• You will be expected to pivot between phone and email support seamlessly throughout the day, depending on the needs of the business and our members
• Manage a steady, high volume of inbound calls and emails daily
• You are the primary point of contact for our members and the bridge to their care
• You will help members with a wide variety of needs; including but not limited to, benefit and cost education, insurance verification, and billing disputes, while remaining agile enough to resolve or triage additional member concerns as they arise
• Act as a first-line troubleshooter for members facing technical hurdles, particularly around payment processing and platform navigation
• Escalate issues as needed to cross-functional partners for resolution
• Communicate sensitive health and financial information with high emotional intelligence
• You will de-escalate stressful situations by actively listening and providing solution-focused support, all while remaining strictly HIPAA compliant
• Work closely with internal teams to resolve complex issues quickly, ensuring no member request falls through the cracks
• Resolve member inquiries with a high sense of urgency while adhering strictly to established workflows and SOPs
• You will act as a vital feedback loop, identifying and surfacing trends in member concerns and your own observations to help us continuously optimize our processes
• What success looks like in this role:
• Member satisfaction via CSAT survey responses
• Consistently addressing inquiries and requests promptly and effectively, demonstrating responsiveness and reliability in service delivery
• Consistently meeting or exceeding Productity, Adherence and Quality KPIs
• Maintaining Quality expectations; closely following established processes on interactions
• Successfully managing escalated issues to resolution (via de-escalation or triage), 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