Care Support Manager, Spring Health

• Documented experience thriving in an operations management role, showcasing expertise in achieving and surpassing build and tracked KPIs
• Exceptional problem-solving skills, with the ability to creatively address complex challenges
• Strong leadership acumen, empowering the team to excel and develop
• Excellent communication skills, both empathetic and effective, for interaction across all levels of the organization
• Self-motivated with a proven track record of autonomously managing targets
• Proficient in data analysis and interpretation for informed decision-making
• Proactive approach to project management
• Highly process-oriented and expert working knowledge of Zendesk or other ticketing systems
• Ability to thrive in a fast-paced and high-pressure environment
• Humility, resourcefulness, directness, ambition, professionalism
• Internal candidates: must have a consistent record of meeting or exceeding performance expectations and maintaining positive working relationships within the company
• Bonus: Experience working within a healthcare hypergrowth environment

• We are looking for a Care Support Manager to support our growing Care Support team! The Care Support (CS) team exists to ensure members and clinicians are incredibly satisfied with the Spring Health platform and experience
• The team’s primary responsibilities include responding to member and clinician questions and needs (email, chat, phone), executing patient documentation items, providing benefits and billing clarifications, and troubleshooting platform access issues
• The Care Support Manager is a resourceful, process-oriented, data-driven leader excited about building a high-quality support team
• This role reports to the Associate Director, Care Support. This is a full time position that is fully remote
• Lead day-to-day operations of the Care Support team, including managing a growing team of Team Leads to support rapidly expanding business needs
• Design and implement best-in-class customer support policies and procedures to measure success
• Coordinate regularly with Operations teams to build processes and cross-functional workflows that enable each team to function alongside one another efficiently and effectively, with a patient-first mentality
• Coordinate regularly with the Product team to implement innovative solutions to existing problems
• Build documentation for ease of educating internal teams on CS processes/knowledge, as well as onboarding new CS Coordinators
• Build and maintain Zendesk reporting and dashboards + track team performance and convey key product gaps to leadership
• Maintaining team performance key areas like:
• Member/Provider/Customer/Employee satisfactionProductivityQuality Assurance
• Achievement of team goals and responsibilities, with a focus on continuous improvement and excellence
• Effective cross-functional collaboration resulting in the execution of strategic initiatives and improvements in Care Support operations
• Improving support interaction workflows, and associated response and resolution times
• Project completion within scoped timelines

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans available
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
• 10 allocated sick days per year
• Flexible paid time off in addition to 12 paid holidays throughout the year
• Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management
• Spring Renewal: When you hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave to renew and recharge
• 4-4.5 months of fully paid parental leave
• Spring Health provides team members and their families with sponsored access to Bright Horizons® child care, back-up care, and elder care
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses
• Our People team benchmarks all salaries using the Radford Global Compensation Database for technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively
• On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the company!
• Employer sponsored 401(k) match of up to 2% after 90 days of employment
• Flexible work arrangements: 66% of Spring Health team members work fully remote while 33% work in a hybrid model from our New York City offices
• Focus Fridays: no meetings, no distractions, just time for you to get work done
• Focus Weeks: In Spring 2023, we held our first ever Focus Week, we canceled all non-essential meetings, minimized distractions, and you, our team members, to dive into the key work that gets chopped up or deprioritized during the regular day-to-day. We saw a 36% jump in the average energized score after those five days of flow state work and are finalizing a plan for quarterly Focus Weeks for team members
• Up to $1,000 Professional Development Reimbursement per calendar year
• $200 per year donation matching to support your favorite causes

Total funding: $465.1m

Large companies often provide employees with mental health services, but small businesses find it challenging to offer similar support. Additionally, existing support systems are usually generalized, failing to deliver the personalized mental healthcare that individuals need. To address this gap, Spring Health has developed AI-driven tools for employers to create tailored mental wellness plans for their employees, including treatment options, daily routines, and medication plans based on individual data.