Quality Operations Associate

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 seeking the first Quality Associate to join our Provider Operations team. Reporting directly to the Provider Success Lead, you will be responsible for conducting regular performance reviews and ensuring adherence to Provider Operations' quality standards. To be successful in this role you’ll need to ensure that provider support interactions consistently offer providers best-in-class experience with Spring Health.

 

What you’ll be doing 

• Performing daily quality assurance reviews on support interactions using a scorecard and ensuring compliance with documented procedures.
• Identifying and addressing gray areas within our documentation, and reporting workflows and procedures that require additional formal documentation.
• Through monitoring support trends, propose improvements to provider training and support practices to decrease support needs.
• Conducting coaching write-ups and coaching zoom sessions to provide feedback and support to teammates, promoting improvement in their interactions.
• Utilizing trend charts to track and document common mistakes made individually and as a team, and leveraging this information to create weekly training content for the team. 
• Assisting in the creation of company procedures, policies, and processes to enhance quality standards.
• Documenting quality assurance activities and generating audit reports to provide insights and identify areas for improvement.

What we expect from you 

• 2+ years of relevant experience in quality assurance or a similar field.
• Meets or exceeds quality and productivity standards in your current role.
• Experience performing service recovery outreach to members.
• Ability to support live interactions  per business needs. 
• Excellent written and verbal communication skills.
• Ability to provide training to entry level coordinators, promoting understanding and adherence to operational standards.
• Strong analysis and data collection skills.
• Ability to thrive in a multidisciplinary, fast-paced environment.

 

The target range for this position is $32.05-$39.62, 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 accountable to an exceptionally high bar and impact
• This may be the fastest work environment you will ever experience in terms of growth, decision-making, and time to impact
• You will be empowered to set your own boundaries and asked to adapt them in critical moments when the company needs you