Our mission: to eliminate every barrier to mental health.
Spring Health is a comprehensive mental health solution for employers and health plans. Unlike any other solution, we use clinically validated technology called Precision Mental Healthcare to pinpoint and deliver exactly what will work for each person — whether that’s meditation, coaching, therapy, medication, and beyond.
Today, Spring Health equips over 800 companies, from start-ups to multinational Fortune 500 corporations, as a leading and preferred mental health service. Companies like J.P. Morgan Chase & Co., Microsoft, J.B. Hunt, Bumble, and Instacart use the Spring Health platform to provide mental health services to thousands of their team members globally. We have raised over $370 million from prominent investors including Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership, our current valuation has reached $2.5 billion.
We are seeking the first Quality Associate to join our Provider Operations team. Reporting directly to the Provider Success Lead, you will be responsible for conducting regular performance reviews and ensuring adherence to Provider Operations’ quality standards. To be successful in this role you’ll need to ensure that provider support interactions consistently offer providers best-in-class experience with Spring Health.
What you’ll be doing
Performing daily quality assurance reviews on support interactions using a scorecard and ensuring compliance with documented procedures.
Identifying and addressing gray areas within our documentation, and reporting workflows and procedures that require additional formal documentation.
Through monitoring support trends, propose improvements to provider training and support practices to decrease support needs.
Conducting coaching write-ups and coaching zoom sessions to provide feedback and support to teammates, promoting improvement in their interactions.
Utilizing trend charts to track and document common mistakes made individually and as a team, and leveraging this information to create weekly training content for the team.
Assisting in the creation of company procedures, policies, and processes to enhance quality standards.
Documenting quality assurance activities and generating audit reports to provide insights and identify areas for improvement.
What we expect from you
2+ years of relevant experience in quality assurance or a similar field.
Meets or exceeds quality and productivity standards in your current role.
Experience performing service recovery outreach to members.
Ability to support live interactions per business needs.
Excellent written and verbal communication skills.
Ability to provide training to entry level coordinators, promoting understanding and adherence to operational standards.
Strong analysis and data collection skills.
Ability to thrive in a multidisciplinary, fast-paced environment.
The target range for this position is $32.05-$39.62, and is part of a competitive total rewards package including stock options, benefits, and incentive pay for eligible roles. 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 at minimum to ensure competitive and fair pay.
Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Health we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this or other roles!
Ready to do the most impactful work of your life? Learn more about our values, how we work, and how hypergrowth meets impact at Spring Health: Our Values
Hypergrowth meets impact
What to expect working here:
You will be held accountable to an exceptionally high bar and impact
This may be the fastest work environment you will ever experience in terms of growth, decision-making, and time to impact
You will be empowered to set your own boundaries and asked to adapt them in critical moments when the company needs you
You will create processes & products that have never existed before
You will have very direct conversations and receive continuous feedback to push you to become the most thriving team member and performer you can be
Change is a constant here: your role, team, responsibilities, and success metrics will shift as the company grows
And…
You get to be surrounded by some of the brightest minds in the field
You get to learn and grow at an extremely accelerated pace
You will experience transparency, integrity, & humility from leadership
You will be empowered to constantly challenge the status quo
You get the space to experiment & innovate
You get to make a transformational impact for the company, mental health, and for real human lives — and you will see that impact quickly
You will become more resourceful and resilient
You get to be part of a winning team that opens doors in the future
Benefits provided by Spring Health:
Your Total Health:
Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans available
Numerous yearly no-cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
10 allocated sick days per year
Flexible paid time off in addition to 12 paid holidays throughout the year
Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
Sabbatical Leave: When you’re a Team Member at Spring Health and hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave.
You And Your family:
4-4.5 months of fully paid parental leave
Spring Health provides team members and their families with sponsored access to Bright Horizons® child care, back-up care, and elder care.
Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses
Supporting you financially through:
Our People team benchmarks all salaries using the Radford Global Compensation Database for technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively.
On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the company!
Employer sponsored 401(k) match of up to 2% after 90 days of employment
Creating a culture you can thrive in:
Flexible work arrangements: 66% of Spring Health team members work fully remote while 33% work in a hybrid model from our New York City offices
Focus Fridays: no meetings, no distractions, just time for you to get work done.
Focus Weeks: In Spring 2023, we held our first ever Focus Week, we canceled all non-essential meetings, minimized distractions, and you, our team members, to dive into the key work that gets chopped up or deprioritized during the regular day-to-day. We saw a 36% jump in the average energized score after those five days of flow state work and are finalizing a plan for quarterly Focus Weeks for team members.
Up to $1,000 Professional Development Reimbursement per calendar year.
$200 per year donation matching to support your favorite causes