Description : Care Support, Team Lead (Workforce Management & Engagement). Company : Spring Health. Location : Remote in New York, NY
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 General Mills, Guardian, Bain, and Instacart use the Spring Health platform to provide mental health services to thousands of their team members globally. We have raised over $300 million from prominent investors including Kinnevik, Tiger Global, Northzone, RRE Ventures, Rethink Impact, Work-Bench, William K Warren Foundation, SemperVirens, Able Partners, True Capital Ventures, and a strategic investor, Guardian Life Insurance. Thanks to their partnership, our current valuation has reached $2 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.
In this role you will:- Produce and iterate on reporting and analysis for service level and productivity metrics
- Collaborate with Workforce Manager to deliver productivity improvements and manage reporting strategies and processes
- Develop and implement employee recognition programs, wellness programs and other team building activities aimed at creating a positive workplace environment
- Cultivate growth and learning opportunities to foster career development and generate interest in multiple facets of the organization
- Establish feedback surveys, gather data from Engagement Office Hours, and participate in Engagement Committee meetings; leverage feedback to implement process improvements and increase team engagement
- Oversee and maintain knowledge base and transfer of cross functional updates, including content creation for Weekly Ops Newsletter
- Promote a culture of diversity and inclusion in alignment with Spring Health values
- 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 workstreams 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
- Manage escalated incoming member and provider support cases
- 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
- 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 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 impactWhat 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 challenged to set and protect your own boundaries
- You will create processes & products that have never existed before
- You will have very direct conversations and receive continuous feedback to push you to become the highest performer you can be
- Change is a constant here: your role, team, responsibilities, and success metrics will shift as the company grows
And…
- You get to be surrounded by some of the brightest minds in the field
- You get to learn and grow at an extremely accelerated pace
- You will experience transparency, integrity, & humility from leadership
- You will be empowered to constantly challenge the status quo
- You get the space to experiment & innovate
- You get to make a transformational impact for the company, mental health, and for real human lives — and you will see that impact quickly
- You will become more resourceful and resilient
- You get to be part of a winning team that opens doors in the future
Focus on total health including:
- Generous medical, dental, vision coverage available day 1 + access to One Medical
- 20 total yearly no-cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
- Flexible paid time off in addition to 12 paid holidays throughout the year
- $500 per year Wellness Reimbursement
- Spring Health provides access to QuitGenius, a platform with technology-tailored, personalized addiction treatment plans for substance use (*QG is available to benefit-enrolled employees, spouses, and dependents age 18+)
Supporting you and your family:
- 4-4.5 months of fully paid parental leave
- Spring Health provides team members and their families with sponsored access to Bright Horizons® child care, back-up care, and elder care.
- Access to Joshin is provided by Spring Health. Joshin is a comprehensive support system for disabilities and neurodivergence in the workplace. This benefit supports employees, their families, and our teams through personalized navigation and disability education and training along with a network of screened in-home caregivers with disability and neurodivergent experience.
Supporting you financially through:
- Our People team benchmarks all salaries using the Radford Global Compensation Database for technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively.
- On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the company!
- Employer sponsored 401(k) match of up to 2% after 90 days of employment
Creating a culture you can thrive in:
- Flexible work arrangements: 60% of Spring Health team members work fully remote while 40% work in a hybrid model from our New York City offices
- Calm Fridays: no meetings, no distractions, just time for you to get work done.
- Up to $1,000 Professional Development Reimbursement per calendar year. Any requests over $250 must be requested for pre-approval prior to enrollment by sending an email to the People Team.
- $200 per year donation matching to support your favorite causes
Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.
