[Remote] Care Support Coordinator (Temporary)

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 to mental health support. The Temporary Care Support Coordinator will serve as the primary point of contact for members and providers, providing exceptional support through various communication channels and ensuring timely and accurate service delivery.

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 preferred
• Experience in a phone support role working with sensitive health information preferred
• Experience working in healthcare/health tech preferred

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