Clinical Quality Manager

Our mission: to eliminate every barrier to mental health.

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

Reporting to the Senior Director of Clinical Quality and Safety on the Medical Affairs team, the Clinical Quality Manager will be responsible for investigating care quality and care service escalations as well offering outstanding guidance and consultation as part of our performance improvement efforts for providers. You’ll work closely with our providers, care support teams, care operations teams, and our quality team to improve care delivery at Spring Health. This is a full time remote position on our team and may require occasional travel for company or team events. 

What you’ll do:

• Investigate and resolve care complaints and grievances about providers
• Partner with quality team members to evolve detailed guidance around provider performance management, including amplifying strengths, addressing risks, further developing skills, and creating actions plans to achieve these outcomes
• Provide training, coaching, and technical assistance to providers, as needed. 
• Develop and monitor Quality Improvement initiatives and activities that drive care delivery outcomes
• Monitor program activities across the population of care providers to ensure adherence to clinical best practice standards, Spring Health policies and procedures, and contract compliance.
• Assist in maintaining Spring Health Provider Policy Guide to maintain compliance with all legal, regulatory, and payer requirements
• Assist in developing reporting standards for compliance and quality of care, including establishing review criteria and recommending new innovations in processes to better evaluate success 
• Review and interpret data, as necessary, to assist in identifying trends 
• Lead and/or participate in additional projects as assigned. 
• Embrace flexibility for continuous innovation and adaptability when priorities shift based on business needs

What success looks like in this role: 

• Thoroughly and efficiently investigate complaints and grievances within specified SLA’s
• Consistently make decisions about appropriate interventions for providers based on quality standards
• Deliver detailed guidance to providers to improve performance and ensure contract compliance
• Complete project-based work on time and at high quality

What you’ll bring:

• LMFT, LCSW, LPC, or Licensed Psychologist with minimum 3 years post licensure experience
• Experience providing tele-behavioral health. EAP experience a plus
• 2 years clinical management or supervisory experience preferred
• Strong working knowledge of the legal and ethical aspects of clinical care delivery
• Comfort and excitement with queue-based support execution
• Outstanding written and 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