Provider Success Team Lead

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 Provider Success Team Lead 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 Team Lead will supervise daily support activities, track performance metrics, address complex provider needs, and initiate and lead continuous improvement projects. The Team Lead will report to the Senior Manager, Provider Support and will manage direct reports. 

 

What you’ll be doing:

• Serve as a main escalation point of contact for provider support concerns
• Initiate and execute improvement projects to streamline processes, create more effective standard operating procedures, improve provider experience, etc
• Conduct service quality audits for the Provider Success Coordinators and Associates
• Liaise with the Provider Operations team to ensure proper account set-up, communication of policies, and improvement of provider experience and performance
• Troubleshoot providers’ technical issues; provide solutions and re-training
• Support the Provider Success Manager in ad hoc provider communications, operational tasks, and analysis as needed
• 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
• Lead the training of new Provider Success team members

 

What we expect from you:

• At least 5 years of experience in email support, customer service, project coordination, or administrative role
• At least 1 year of people management experience , or related experience
• 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

 

The target salary range for this position is $75,000 - 95,000, and is part of a competitive total rewards package including stock options, benefits, and incentive pay for eligible roles. 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 acco