Note: The job is a remote job and is open to candidates in USA. Spring Health is on a mission to revolutionize mental healthcare by removing barriers that prevent access to help. They are seeking a Temporary Care Support Coordinator to provide exceptional support to members and providers through various communication channels, ensuring satisfaction with the Spring Health platform.
Responsibilities
- 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
Skills
- 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
- Experience in a phone support role working with sensitive health information
- Experience working in healthcare/health tech
Company Overview
Spring Health provides mental health solution for employers and health plans. It was founded in 2016, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is https://www.springhealth.com.