Full-Time

VP – Care Operations

Posted on 5/20/2024

Spring Health

Spring Health

1,001-5,000 employees

Provides personalized employer mental health plans

AI & Machine Learning
Data & Analytics

Compensation Overview

$230.4k - $315.2kAnnually

+ Stock Options

Senior

New York, NY, USA

Required Skills
Communications
Customer Service
Requirements
  • 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
Responsibilities
  • Lead and continuously improve the service experience for Spring Health’s members
  • Responsible for developing & continuously improving best practices for 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 care navigation experience is highly available, effective, and efficient
  • Partner closely with Product and Operations Effectiveness leaders to identify, prioritize, and deliver innovation and automation
  • Partner closely with Health Plan Operations to proactively deliver a customer experience around benefits and billing communication
  • Implement learning and development initiatives for leaders at all levels of care operations
  • Collaborate with customer-facing teams to ensure care operations evolve beneficially
  • Have full ownership of the care support budget and ensure continued efficiency in scaling care operations

Spring Health is a leader in providing Precision Mental Healthcare for employers and health plans, ensuring personalized and tailored mental health solutions through advanced assessment tools and machine-learning technology. Employees benefit from a supportive environment, where personalized care plans including therapies and meditation exercises are matched to individuals' needs, facilitated by dedicated Care Navigators. This focus not only supports individual employees but also enhances workplace productivity and well-being, making it an exemplary place to work.

Company Stage

Series D

Total Funding

$366.7M

Headquarters

New York, New York

Founded

2016

Growth & Insights
Headcount

6 month growth

20%

1 year growth

57%

2 year growth

225%

Benefits

Retirement benefits

Paid time off

Healthcare benefits

Insurance benefits

Work-life benefits

Mental health benefits

INACTIVE