Job Title: Critical Incident Response (CIR) Program Coordinator

Salary: Not specified Location Type: Remote Employment Type: Full-time

Our Mission

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

Position Overview

We are looking for a highly effective individual to support the operational excellence of our CIR (Critical Incident Response) services. Reporting to the SpringWorks Program Operations Director, this role ensures high-quality CIR coordination by driving integration across cross-functional teams. You will lead performance management efforts for 1099 CIR providers, oversee documentation audits, investigate service quality concerns, and follow up on customer satisfaction survey results. This role partners closely with internal stakeholders to resolve issues at both the incident and trend level, while also developing SOPs and hosting provider support sessions. You will serve as a key contributor to the CIR program with success measured by clear KPIs around provider compliance, quality assurance, customer satisfaction, and escalation management. This is a full time, remote position on our team with occasional travel required.

Responsibilities

Program & Performance Management

• Lead initiatives to optimize the delivery and coordination of Critical Incident Response (CIR) services across multiple teams, including Management Consultation, Care Navigation, Global Care Navigation, and Workplace Mental Health Consultants.
• Partner with cross-functional teams to design and operationalize a CIR provider performance dashboard that drives data visibility and accountability.
• Oversee the performance management of 1099 CIR providers, ensuring quality service delivery aligned with compliance protocols.
• Conduct and maintain high-accuracy documentation audits to assess quality and adherence to service standards.
• Manage quality control for CIR service delivery, including proactive identification of concerns, execution of timely root cause analyses, and resolution of escalated service issues.

Customer Experience & Quality Improvement

• Monitor post-incident customer satisfaction and follow-up for cases, including identifying trends and opportunities for service improvement.
• Act as a liaison with internal teams and external vendor partners to drive resolution of service delivery and quality issues—both at the individual incident and systemic level.
• Synthesize insights from customer satisfaction, provider performance, and escalated issues to create actionable reports for senior leadership and drive continuous improvement strategies.
• Support development and execution of a CIR Provider Success Program to enhance provider training, onboarding, engagement, and performance.

Provider Engagement & Operational Excellence

• Facilitate CIR provider case ...

Requirements

• Not specified

Application Instructions

• Not specified