Team Lead, Care Support

Reporting to a Care Support Manager, the Team Lead supports the success of the team through empathetic leadership and drives the improvement of Care Support processes through ownership of cross-functional relationships and subject matter expertise. This is a full-time, fully remote role with no required travel.

Shift times:

• 9-5pm EST
• 2-10pm EST
• 3-11pm EST

What you’ll be doing: 

• 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
• Reports to a Care Support Manager

What success looks like in this role: 

• 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.

What we expect from you: 

• 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
• Bonus: Experience working with clinicians, patients, and sensitive health information

The target base salary range for this position is $75,000 - $95,000, 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.