Manager, Care Support

We are looking for a Care Support Manager to support our growing Care Support team! The Care Support (CS) team exists to ensure members and clinicians are incredibly satisfied with the Spring Health platform and experience. The team’s primary responsibilities include responding to member and clinician questions and needs (email, chat, phone), executing patient documentation items, providing benefits and billing clarifications, and troubleshooting platform access issues. The Care Support Manager is a resourceful, process-oriented, data-driven leader excited about building a high-quality support team. This role reports to the Associate Director, Care Support. This is a full time position that is fully remote.

What you’ll be doing:

• Lead day-to-day operations of the Care Support team, including managing a growing team of Team Leads to support rapidly expanding business needs
• Design and implement best-in-class customer support policies and procedures to measure success
• Coordinate regularly with Operations teams to build processes and cross-functional workflows that enable each team to function alongside one another efficiently and effectively, with a patient-first mentality
• Coordinate regularly with the Product team to implement innovative solutions to existing problems
• Build documentation for ease of educating internal teams on CS processes/knowledge, as well as onboarding new CS Coordinators
• Build and maintain Zendesk reporting and dashboards + track team performance and convey key product gaps to leadership

What success looks like in this role:

• Maintaining team performance key areas like:
  • Member/Provider/Customer/Employee satisfactionProductivityQuality Assurance
• Achievement of team goals and responsibilities, with a focus on continuous improvement and excellence
• Effective cross-functional collaboration resulting in the execution of strategic initiatives and improvements in Care Support operations
• Improving support interaction workflows, and associated response and resolution times
• Project completion within scoped timelines

What we expect from you:

• Documented experience thriving in an operations management role, showcasing expertise in achieving and surpassing build and tracked KPIs.
• Exceptional problem-solving skills, with the ability to creatively address complex challenges.
• Strong leadership acumen, empowering the team to excel and develop.
• Excellent communication skills, both empathetic and effective, for interaction across all levels of the organization.
• Self-motivated with a proven track record of autonomously managing targets.
• Proficient in data analysis and interpretation for informed decision-making
• Proactive approach to project management
• Highly process-oriented and expert working knowledge of Zendesk or other ticketing systems
• Ability to thrive in a fast-paced and high-pressure environment
• Humility, resourcefulness, directness, ambition, professionalism
• Internal candidates: must have a consistent record of meeting or exceeding performance expectations and maintaining positive working relationships within the company
• Bonus: Experience working within a healthcare hypergrowth environment 

The target base salary range for this position is $97,325 - $114,500, and is part of a competitive total rewards package including stock options and benefits. 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 using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• We offer competitive paid time off policies including vacation, sick leave and company holidays.
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals. 
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub,  which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.