Part-time Provider Success Coordinator

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.<