Care Support Coordinator

Summary

Join Spring Health's Care Support team as a Temporary Care Support Coordinator! You will be the primary point of contact for members and providers, offering exceptional support through various communication channels. This non-clinical role involves managing inbound calls, emails, and chat, ensuring timely and accurate service. The position is temporary, with potential for extension based on performance. Flexibility is required to accommodate occasional shift adjustments, weekend work, and holiday coverage. You'll be responsible for care coordination tasks, technical troubleshooting, and empathetic communication. This role offers a competitive hourly rate and stock options, but as a temporary position, it is not eligible for non-statutory benefits.

Requirements

• Ability to navigate sensitive customer needs in a resilient manner
• At least one year of customer service experience
• Ability to work independently, prioritize tasks, and manage time effectively in a dynamic environment
• Experience working with individuals with diverse backgrounds and needs
• Proven experience in handling sensitive information or supporting individuals in distress
• Strong empathetic listening skills
• Ability to maintain composure and professionalism under pressure
• Understanding of confidentiality and privacy regulations/policies
• Exhibit resourcefulness, creativity, ambition, and a strong problem-solving mindset
• Ability to thrive in a fast-paced, dynamic environment while meeting the performance metrics of the role
• Technical proficiency, including the ability to troubleshoot and guide effectively
• A designated private work environment to ensure adherence to data privacy and integrity

Responsibilities

• Support an estimated 7 hours daily on telephonic support to our members and providers
• Provide agility and flexibility to support the volume of work that can fluctuate depending on customer demands and launch schedules
• De-escalate situations by actively listening to members’ and providers' concerns and adopting a solution-focused approach while maintaining a high standard of client satisfaction and adherence to company policies and procedures
• Provide timely and effective support to members and providers through phone and email communication channels, while maintaining accurate records of interactions
• Manage all things care coordination, including but not limited to: maintaining patient charts, rescheduling appointments, executing prescription authorization forms and facilitating the release of documentation between members and providers
• Analyze and troubleshoot technical issues submitted by members and providers
• Communicate sensitive information effectively and empathetically
• Serve as a compassionate advocate for clients, ensuring their needs are met within the scope of Spring Health’s services and resources available
• Collaborate cross functionally to streamline processes and improve service experiences

Preferred Qualifications

• Experience working in Jira, Zendesk, and other ticketing systems
• Experience in a phone support role working with sensitive health information
• Experience working in healthcare/health tech

Benefits

The target base range for this position is $26.05 - $32.18 per hour , and is part of a competitive total rewards package including stock options and benefits