Clinical Quality Manager

Reporting to the Senior Director of Clinical Quality and Safety on the Medical Affairs team, the Clinical Quality Manager will be responsible for investigating care quality and care service escalations as well offering outstanding guidance and consultation as part of our performance improvement efforts for providers. You’ll work closely with our providers, care support teams, care operations teams, and our quality team to improve care delivery at Spring Health. This is a full time remote position on our team and may require occasional travel for company or team events. 

What you’ll do:

• Investigate and resolve care complaints and grievances about providers
• Partner with quality team members to evolve detailed guidance around provider performance management, including amplifying strengths, addressing risks, further developing skills, and creating actions plans to achieve these outcomes
• Provide training, coaching, and technical assistance to providers, as needed. 
• Develop and monitor Quality Improvement initiatives and activities that drive care delivery outcomes
• Monitor program activities across the population of care providers to ensure adherence to clinical best practice standards, Spring Health policies and procedures, and contract compliance.
• Assist in maintaining Spring Health Provider Policy Guide to maintain compliance with all legal, regulatory, and payer requirements
• Assist in developing reporting standards for compliance and quality of care, including establishing review criteria and recommending new innovations in processes to better evaluate success 
• Review and interpret data, as necessary, to assist in identifying trends 
• Lead and/or participate in additional projects as assigned. 
• Embrace flexibility for continuous innovation and adaptability when priorities shift based on business needs

What success looks like in this role: 

• Thoroughly and efficiently investigate complaints and grievances within specified SLA’s
• Consistently make decisions about appropriate interventions for providers based on quality standards
• Deliver detailed guidance to providers to improve performance and ensure contract compliance
• Complete project-based work on time and at high quality

What you’ll bring:

• LMFT, LCSW, LPC, or Licensed Psychologist with minimum 3 years post licensure experience
• Experience providing tele-behavioral health. EAP experience a plus
• 2 years clinical management or supervisory experience preferred
• Strong working knowledge of the legal and ethical aspects of clinical care delivery
• Comfort and excitement with queue-based support execution
• Outstanding written and verbal communication skills with teammates and providers at all levels
• Ability to thrive in a fast-paced workplace, including eagerness to learn and adapt to a changing environment
• High level of attention to detail
• A thoughtful and collaborative approach to problem solving and clinical collaboration
• Humility, resourcefulness, empathy, professionalism
• Demonstrated passion for, and understanding of, mental health and the broader U.S. healthcare system
• Experience working with ZenDesk, SalesForce or similar customer service platforms a plus

The target base salary range for this position is $97,325 - $114,500 and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• We offer competitive paid time off policies including vacation, sick leave and company holidays.
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals. 
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub,  which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.