Team Lead, Care Support

Summary

Join Spring Health as a Team Lead, Care Support, and contribute to our mission of eliminating barriers to mental healthcare. This full-time, fully remote role involves supervising daily team operations, providing mentorship and coaching, and improving team performance through data analysis. You will develop strategic plans, manage escalated cases, onboard new team members, and audit processes. Success in this role includes demonstrating team ownership, identifying performance trends, and effectively mentoring team members. The position offers a competitive salary ($75,000-$95,000) and a comprehensive benefits package.

Requirements

• 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

Responsibilities

• Supervise daily Care Support team operations and manage operational performance metrics expectations
• Provide mentorship, coaching, performance management and active feedback to 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 work streams 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
• 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
• Demonstrates team ownership of performance expectations including: Productivity, CSAT, Quality Assurance
• Identifies trends and deep dives into team data to improve team performance and to create accountability/visibility across the team
• Demonstrates the ability to mentor, coach, performance manage and provide active feedback to the team
• Analyze and troubleshoot issues submitted by the team; ensures appropriate triage measures are taken

Preferred Qualifications

Experience working with clinicians, patients, and sensitive health information

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