VP, Care Operations | Spring Health | $230k-$315k | Remote (United States)

Job Description

Reporting to the Chief Operating Officer, The VP of Care Operations is responsible for all support functions, including care support, clinical care navigation, member benefits & billing support, and provider network support.

What you?ll be doing:
? Lead and continuously improve the service experience for Spring Health?s members, spanning all interactions from transactional to clinical
? Responsible for developing & continuously improving best practices for our call center operations through automation and enablement
? Model and cultivate a culture of excellence, trust, accountability, and continuous innovation
? Partner closely with the Chief Medical Officer to ensure Spring Health?s care navigation experience is highly available, effective, and efficient
? Partner closely with Product and Operations Effectiveness leaders to constantly identify, prioritize, and deliver innovation and automation that drives improvement in both efficiency and member satisfaction
? Partner closely with… our Health Plan Operations to ensure we are proactively delivering a customer experience around benefits and billing communication that improve member satisfaction
? In partnership with the People team, implement learning and development initiatives for leaders at all levels of care operations, ensuring a consistently high level of performance and a thriving team
? Collaborate closely with customer-facing teams to ensure care operations evolve in ways most directly beneficial to member and customer needs
? Have full ownership of the care support budget and be responsible for continued efficiency in how we scale our care operations

What success looks like in this role:
? Best in class member satisfaction scores
? Continued improvement of internal team satisfaction scores
? Continued delivery of cost effective call center operations
? Delivery of all service performance guarantees for our customers
? Implementation of automated technology to support member experience within the next year
? Full implementation of a workforce management system across all service based functions by end of year

What we expect from you:
? 10+ years of experience in technology-enabled service operations, customer service or similar field
? Ability to work out of our NYC office 2 days a week
? Demonstrated leadership skills with a track record of building and managing high-performing teams
? Understanding of healthcare technology, the mental health industry and/or regulatory environment a plus but not required
? Exceptional analytical skills, ability to apply metrics-based management practices at scale
? Ability to lead several complex, large-scale execution tracks simultaneously, maintaining full command of priorities, status, and risks at all times
? Ability to craft and execute ambitious, multithreaded strategies to simultaneously deliver scale, efficiency, and service excellence
? Exceptional communication, negotiation, and relationship-building skills
? Strategic thinker with a data-driven approach to problem-solving
? The executive presence and aptitude to accurately represent Spring Health and its provider network to internal and external stakeholders
? Demonstrated commitment to cultivating an environment of safety, trust, and inclusion and building diverse, thriving teams

The target base salary range for this position is $230,400-$315,200, 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 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 Medicalaccount which is valued at $199/year per user. HSA and FSA plans available
? A yearly allotment of 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.
? Spring Renewal: When you hit your four-year Springaversary, you?ll be awarded afourweek, fullypaid, sabbatical leave to renew and recharge.

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 theRadford Global Compensation Databasefor 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

Our privacy policy: https://springhealth.com/privacy-policy/

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know

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