Provider Success Associate

We are seeking a highly motivated Provider Success Associate to join our Provider Operations team at Spring Health. Our mission is to build, retain, and empower the most diverse, high-quality provider community—driving both clinical outcomes and exceptional member experiences. In this role, you will be instrumental in delivering outstanding support to our mental health providers through multiple channels, including email, phone, and live Zoom sessions. Ideal candidates will bring experience in technical, product, policy, and/or pay-related support, along with a strong ability to communicate complex information with clarity and empathy. If you're passionate about fostering an exceptional environment for providers and thrive in a fast-paced, mission-driven setting, we’d love to hear from you. This is a full-time position on our team and reports to the Provider Success Team Lead. Occasional travel may be required for team or company events.

What you’ll do:

• Provide exceptional technical support and remote troubleshooting for our internal EHR system and other SaaS tools, ensuring timely resolution of issues that impact provider experience and platform usability.
• Maintain a working knowledge of payment structures and provider policies to effectively address and resolve provider inquiries related to compensation, policy clarification, and other non-technical support needs as they arise.
• Coordinate with partner teams to identify and report recurring service issues or bugs.
• Close the loop with providers to ensure they are supported effectively along the way.
• Escalate provider feedback and product opportunities to product, IT, or engineering teams with detailed documentation.
• Share ownership in the development of the Provider Help Center and internal team knowledge base.
• Provide training and product support to internal teams and provider networks as needed.
• Participate in and lead special projects as directed by management.
• Drive continuous improvement of the provider support experience by optimizing processes, tools, and communication.

What success looks like in this role:

• Meeting daily, weekly and monthly productivity targets.
• Adhering to quality assurance expectations.
• Maintaining a comprehensive understanding of Spring Health platforms and operational processes, especially as these systems evolve.

What you’ll bring:

• Minimum of 2 years of experience in a technical support role.
• Experience working with EHR systems is preferred but not required.
• Outstanding written, verbal, and listening communication skills with a high attention to detail.
• Familiarity with Zendesk, Jira, Zoom, Salesforce or similar SaaS applications is a plus.
• Proven ability to develop creative solutions to complex problems.
• Ability to develop operations and processes for scaling efficiently.
• Thoughtful, curious, and collaborative problem-solving approach.
• Demonstrates humility, resourcefulness, ambition, and professionalism.
• Experience in telehealth or startups is advantageous but not required.

The target base salary range for this position is $32.05 - $37.18 and is part of a competitive total rewards package including 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 Databaseat 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 Medicalaccounts 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 toWellhub, 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.