Clinical Operations Associate, Quality

Summary

Join Spring Health, a leading mental healthcare provider, as a Quality Assurance Associate supporting the Clinical Operations team. This full-time role focuses on Care Navigation and Employer Services, conducting quality audits of clinical interactions (calls, chats, emails, documentation) to ensure adherence to standards and compliance. You will analyze audit findings, identify trends and areas for improvement, and actively participate in resolving member concerns. Reporting on audit outcomes to leadership and collaborating on SOP updates are key responsibilities. The ideal candidate possesses a Master's degree in a behavioral health field, an active clinical license, and 2-4 years of relevant experience. Spring Health offers a competitive total rewards package including stock options and comprehensive benefits.

Requirements

• Master’s degree in a behavioral health field required
• Active clinical license required (LPC, LPC-Associate, LCSW, LMSW, LMFT, LMFT-Associate, or comparable)
• 2–4 years of experience in quality assurance, auditing, compliance, or healthcare operations, preferably within a clinical or member-facing environment
• Demonstrated experience evaluating service interactions and identifying quality or compliance gaps in a structured, high-volume setting
• Familiarity working with or supporting clinical or frontline teams, with an understanding of documentation standards, risk awareness, and service expectations
• Strong attention to detail and analytical thinking, with the ability to identify trends, flag issues, and synthesize findings for leadership

Responsibilities

• Conduct quality audits of clinical and sub-clinical interactions with members across all care lines (e.g., calls, chats, emails, documentation) to assess adherence to SOPs, clinical quality standards, and compliance requirements
• Analyze and summarize audit findings, identifying trends, gaps, and areas for improvement to support ongoing quality monitoring
• Actively participate in processes that address member concerns and improve the experience following service issues. This includes investigating root causes of interaction challenges, collaborating to implement corrective actions and prevent recurrence
• Provide regular reporting on audit outcomes to inform leadership decision-making and support performance management efforts
• Collaborate to identify opportunities for SOP or workflow updates based on audit trends and operational insights
• Assist with internal audit readiness by organizing and maintaining documentation related to clinical quality review processes
• Consistently completes audits across care lines within expected timelines and quality standards
• Provides clear, actionable summaries of audit findings that help inform team- and org-level quality insights
• Identifies trends, service gaps, and potential areas of risk through ongoing review of member interactions
• Flags and escalates service recovery opportunities based on defined criteria and supports root cause identification
• Collaborates with the Quality team to ensure documentation is audit-ready and aligned with internal standards
• Contributes to SOP or workflow updates based on audit findings and operational feedback
• Supports internal compliance and quality improvement initiatives through reliable audit documentation and reporting

Preferred Qualifications

• Comfortable navigating and learning audit platforms or quality monitoring tools; experience with CRM or ticketing systems (e.g., Zendesk) a plus
• Experience working in an Employee Assistance Program (EAP) setting or supporting Employer Services teams

Benefits

• 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