Care Support Coordinator (Temporary) - Future Opportunities

Please note: We don't have an active opening for this role right now, but we're building a pipeline of Care Support Coordinators for when we do. If this sounds like you, we'd love to stay connected!

The Care Support Team maintains a dedicated focus on ensuring members and providers are incredibly satisfied with the Spring Health platform by coordinating various aspects of care delivery. The Temporary Care Support Coordinator will  serve as the primary point of contact for our valued covered lives, members and providers, providing exceptional support and assistance through inbound and outbound communication channels included but not limited to an estimated 7  hours managing inbound calls, email, and chat platform, and ensuring timely and accurate service that exceeds our customer's expectations. This is a non-clinical support role.  

This is a temporary position with the opportunity to extend or become permanent full-time based on performance and/or business needs. As a temporary (contract) position, this role is not eligible for any non-statutory benefits. Flexibility required to support occasional shift adjustments (depending on business needs), ability to work 1 weekend per month and at least 4 holidays per year. Advance notice will be provided when possible. This position reports to the Care Support Team Lead.

You must be willing to work any of the shifts listed below. While we always strive to accommodate your preferred choice, we cannot guarantee it will be possible. Shift confirmation will be provided upon receiving an offer.

• 8:00 AM-4:00 PM EST
• 9:00 AM-5:00 PM EST
• 10:00 AM-6:00 PM EST
• 12:00 PM-8:00 PM EST
• 3:00 PM-11:00 PM EST

What you’ll do:

• Supporting an estimated 7 hours daily on telephonic support to our members and providers.
• Providing 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. 

What success looks like in this role: 

• Member satisfaction via survey responses.
• Consistently addressing inquiries and requests promptly and effectively, demonstrating responsiveness and reliability in service delivery.
• Successfully managing escalated cases to resolution, ensuring that concerns are addressed in a timely and compassionate manner.
• Actively contributing to process improvements aimed at enhancing service delivery, overall satisfaction, client needs and contributing to product improvements.
• Collaborating effectively with internal and external stakeholders to facilitate seamless care transitions and support comprehensive care plans.
• Adherence to all company policies in compliance with regulatory standards (e.g., HIPAA), ensuring data privacy and integrity.

What you'll bring: 

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

The target base salary range for this position is $20.51 - $25.64 per hour. 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.