Care Support, Team Lead (Tooling & Metrics)

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 Team Lead to join our Care Support team! The Care Support team ensures members and clinicians are incredibly satisfied with the Spring Health platform. The Lead Care Support Coordinator exhibits core ownership, a deep understanding of all member and clinician workflows, and is highly responsive, resourceful, empathic, and professional. They have creative problem-solving skills and a passion for delivering a high-quality user experience.

POSITION LOCATION: Remote 

In this role you will:

• Optimize tools to increase the efficiency and accuracy of data ingestion over time 
• Perform analyses of data to identify trends and present key findings, recommendations, and methodology to leadership
• Proactively resolves data issues across systems to ensure reporting is accurate and timely
• Standardize and optimize platform configurations and assist in integration initiatives within the company
• Monitor performance of business rules and workflows within Zendesk and other platforms within our tech stack to make recommendations for adjustments as needed.
• Supervise daily care support team operations and manage operational performance metrics expectations
• Provide mentorship, coaching, performance management and active feedback to the team the team
• Identify trends and deep dive into team data to improve team performance and to create accountability/visibility across the team
• Support the development of strategic plans, goals, and objectives that align with core areas of focus
• Understand how SLAs impact the business and work with key stakeholders to achieve best practices and process improvements as business goals shift
• Take ownership of work streams and create standard operating procedures(SOPs) to support the delivery of care and elimination of barriers
• Ensure that SOPs are followed to achieve business objectives
• Analyze and troubleshoot issues submitted by the team; ensure appropriate triage measures are taken
• Participate in special projects as directed by the Care Support leadership team
• Interview and onboard prospective Care Support team members as needed
• Audit and improve Care Support processes and quality of interactions with Members and Clinicians
• Reports to a Care Support Manager

What we expect from you:

• Ability to motivate and coach team members to perform at their best
• Ability to deal with complexity, analyze information, and implement company vision
• Works autonomously within established procedures and practices
• Outstanding customer service, communication, and organizational skills
• High integrity, attention to detail, and an action-oriented attitude
• Ability to thrive in a fast-paced and high-pressure environment
• Humility, resourcefulness, directness, ambition, professionalism
• Interest in mental health care
• Bonus: Experience working with clinicians, patients, and sensitive health information

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 <