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About the Role
Spring Health is a global mental health company dedicated to removing barriers to mental healthcare. We are building a world where accessing support is simple, personal, and tailored to individual needs across all life stages. Our AI-native platform delivers personalized support through self-guided tools, coaching, therapy, medication management, and specialty care, with outcomes validated by JAMA Network Open and the Validation Institute. We reach over 170 million people globally through leading employers, health plans, and partners. As an AI-native company, we believe technology should enhance the reach, quality, and humanity of care. Every team member is expected to use AI tools thoughtfully, apply human judgment, and continuously build AI fluency to support their role and our mission.
Responsibilities
- Conduct investigations into Quality of Care (QoC) concerns by reviewing member complaints, provider documentation, and internal quality metrics to determine appropriate remediation or corrective actions.
- Exercise strong clinical judgment in determining provider interventions, escalations, and follow-up compliance monitoring, consulting with leadership for recommendations.
- Partner with Medication Prescribers to obtain additional information, provide performance coaching, reinforce platform policies, procedures, and quality standards, and support ongoing quality improvement initiatives.
- Perform post-intervention compliance audits to evaluate provider improvement, identify persistent compliance gaps, and determine whether further escalation or corrective action is warranted.
- Analyze and report on quality trends, recurring performance concerns, and provider performance data to support continuous quality improvement initiatives and operational decision-making.
- Manage the annual peer review program for all Medication Prescribers, ensuring timely review completion, intervention tracking, provider follow-up, and compliance with organizational and regulatory standards.
- Maintain and optimize peer review tracking systems and documentation processes to monitor review completion, remediation activities, and quality outcomes.
- Partner with clinical leadership to operationalize peer review findings and facilitate provider performance improvement initiatives.
- Serve as a Medication Management quality subject matter expert and liaison for cross-functional initiatives involving clinical quality, provider operations, compliance, credentialing, and workflow optimization.
- Develop educational materials, slide decks, and supporting documentation required for Onboarding, Continuing Education, and other professional development activities for Medication Providers.
- Identify gaps in Medication Management policies and procedures and update/review policy manual to ensure alignment with clinical workflows, documentation standards, regulatory requirements, and organizational quality expectations.
- Collaborate with Legal/Compliance, Provider Operations, Clinical Operations, and other stakeholders on Quality of Care investigations, quality initiatives, operational projects, and systems development efforts.
Requirements
- Behavioral Health Technician, Medical Assistant, LPN, RN, or similar direct care delivery role within the behavioral health field
- 3-5 years of experience in fast-paced direct healthcare, technology or clinical research environments
- Expertise in medical terminology, common medications, and conditions for behavioral health concerns
- Experience working directly with medical providers on delivering high quality care
- Outstanding written & verbal communication skills with collaborators and providers at all levels
- High level of attention to detail
- A thoughtful and collaborative approach to implementing continuous process improvement methodologies
- Ability to thrive in a fast-paced environment
- Humility, resourcefulness, empathy, professionalism
- Demonstrated passion for, and understanding of, mental health and the broader U.S. healthcare system.
- Global health experience is a plus.
- Experience working with ZenDesk, SalesForce or similar customer service platforms a plus
- Active LPN, RN, or NP license with a minimum of 3 years of clinical experience in behavioral health, psychiatric care, medication management, or related healthcare settings,
- Experience supporting provider populations prescribing psychiatric medications.
- Experience in behavioral health quality assurance, provider performance management, clinical operations, or healthcare quality improvement.
- Strong knowledge of clinical documentation standards, provider quality oversight, and behavioral healthcare compliance requirements.
- Strong organizational skills and attention to detail, with the ability to manage multiple concurrent workstreams and operational priorities.
- Experience developing, maintaining, or improving operational workflows, reporting systems, dashboards, or quality tracking tools.
- Strong written and verbal communication skills with the ability to engage providers and cross-functional stakeholders in a clear, professional, and constructive manner.
- Experience developing provider-facing educational materials, onboarding resources, operational guidance, or training documentation.
- Ability to thrive in a fast-paced and evolving environment with shifting priorities and operational ambiguity.
- Collaborative, solutions-oriented, and operationally minded approach to problem solving.
- Interest in leveraging AI-enabled tools, workflow automation, and systems improvements to improve quality operations and administrative efficiency.
- Providing tele-behavioral health.
- EAP experience a plus
- Managing peer review initiatives.
- Support for accreditation and regulatory bodies
- Works with ZenDesk, SalesForce or similar customer service platforms a plus
Skills
- AI tools
- Clinical judgment
- Quality assurance
- Quality improvement
- Workflow efficiency
- Cross-functional collaboration
- Systems optimization
- Quality of Care investigations
- Provider coaching
- Performance analysis
- Trend analysis
- Peer review management
- Documentation
- Subject matter expertise
- Educational material development
- Policy development
- Regulatory compliance
- Communication skills
- Attention to detail
- Process improvement
- Problem solving
- AI-enabled tools
- Workflow automation
Location
- Remote
Work Type
- Full-time
- Remote
Experience Level
- 3-5 years of experience
Education Level
- Active LPN, RN, or NP license with a minimum of 3 years of clinical experience
Benefits
- Health, Dental, Vision benefits start on your first day
- Access to One Medical accounts
- HSA and FSA plans available, with Spring contributing up to $1K for HSAs
- Employer sponsored 401(k) match of up to 2%
- Yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
- Competitive paid time off policies including vacation, sick leave and company holidays.
- Parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents (at 6 months tenure)
- Access to Noom, a weight management program
- Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
- Access to Wellhub for fitness, mindfulness, nutrition, and sleep
- Access to BrightHorizons for sponsored child care, back-up care, and elder care
- Up to $1,000 Professional Development Reimbursement a year.
- $200 per year donation matching
About the Company
- Spring Health is a global mental health company on a mission to eliminate every barrier to mental health.
- We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.
- Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care.
- With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.
- As an AI-native company, we believe technology should expand the reach, quality, and humanity of care.
- Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.
Equal Opportunity
- 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, pregnancy, 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.