Director of Care Support

Spring Health

New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/11/2021
  • Website:
  • Company Address: , New York, NY

About Spring Health

Spring Health offers employers a comprehensive solution for their teams' mental wellbeing. Our proprietary assessment leverages AI to create a personalized care plan for each patient, with solutions ranging from digital exercises to coaching, therapy, or medication. This approach, known as Precision Mental Healthcare, ensures each patient receives the right care from the start, and is proven to accelerate recovery.

Job Description

***Please note: All hiring and recruitment at Spring Health is handled with a valid '' email address only or from the following recruitment firm addresses:,,,,,, and If you receive a message from a sender whose domain is not or one of the aforementioned firms, please beware that those communications are not authorized or coming from Spring Health. ***
From early detection to full recovery, Spring Health is the only clinically validated solution in the market proven to be more effective than traditional mental healthcare. By combining the latest technology with vetted providers, we help engage 1 in 3 employees, reduce recovery times, and lower healthcare costs. We are an award-winning, passionate, and mission-driven team with the support of leaders in psychiatry, and have raised over $100M to date from prominent VCs including Tiger Global, Northzone, Rethink, Work-Bench, RRE, and General Catalyst.
We are looking for a Director of Care Support to join and lead the Care Support team! The Care Support (CS) team exists to ensure members and clinicians are incredibly satisfied with the Spring Health platform and experience. The team’s primary responsibilities include responding to member and clinician questions and needs (email, chat, phone), executing patient documentation items, and troubleshooting platform access issues. The Care Support Manager is a resourceful, process-oriented, and data-driven leader, who is excited about building out a high-quality support team.

In this role you will:

    • Lead the day-to-day operations of the Care Support team, including managing a growing team of Care Support Coordinators to support rapidly expanding business needs
    • Strategize creative approaches to scaling the team, as we continue to grow
    • Build documentation for ease of educating internal teams on CS processes/knowledge, as well as onboarding new CS Coordinators
    • Design and implement best-in-class customer support policies and procedures to measure success
    • Build and maintain Zendesk reporting and dashboards + track team performance and convey key product gaps to leadership
    • Coordinate regularly with the Care Navigation team to build processes and cross-functional workflows that enable each team to function alongside one another efficiently and effectively, with a patient-first mentality
    • Coordinate regularly with Provider Ops and Managed Care Billing teams to ensure the effective and comprehensive delivery of high-quality mental health services
    • Coordinate regularly with Product team to implement innovative solutions to existing problems
    • This position reports to the VP of Care Operations

What we expect from you:

    • Deep customer support & management experience
    • Experience leading and managing
    • Organized, high-integrity, and data-driven approach
    • Highly process-oriented and expert working knowledge of Zendesk or other ticketing systems
    • Excellent communication skills
    • Ability to thrive in a fast-paced and high-pressure environment
    • Humility, resourcefulness, directness, ambition, professionalism

What we'd love to see (Bonus):

    • Highly-relevant experience in healthcare operations
    • Previous exposure to complexities and challenges in US healthcare
    • A deep passion to transform the U.S. healthcare system, especially mental health
    • Experience at a high-growth healthcare company
    • Experience working cross-functionally with operations, product, engineering, and design teams
    • Experience with EHRs

Why You'll Love Working at Spring Health

    • Big mission: we're revolutionizing the mental health industry
    • The challenge: make a big impact by joining a fast-growing team in its early stages
    • Good benefits: we offer health, dental and vision benefits as well as access to mental health care on Spring Health
    • Great people: make an impact on something that truly helps people alongside an incredible team
    • We care about diversity: diversity allows us to build an excellent patient experience. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

In addition to finding people who are truly excellent at what they do, we take our values at Spring Health seriously:

    • Patient comes first. We are serious about our mission and about the end-game — of transforming and saving lives
    • Clinical evidence serves the patient. We are serious about our evidence-based foundation
    • Move fast. We execute quickly and efficiently without compromising on ethics or quality
    • Be open and honest. We avoid politics and are direct with each other — about the good and the bad
    • Decide, decide, decide. We don't sit on decisions for too long and are comfortable making decisions even in the face of ambiguity

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.