Speciality Care Member Engagement Associate

About Spring Health

Our mission: to eliminate every barrier to mental health. 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.

The Role

This position is a full-time, remote position that reports directly to the Senior Clinical Manager of the Substance Use Disorder Program. The required schedule is 12pm-8pm EDT, or the equivalent in your respective time zone (i.e. 9am-5pm PDT, 10am-6pm MDT, 11am-7pm CDT), and is mandatory.

As a Specialty Care Member Engagement Associate, you will serve as a key member of our support team, focused on making proactive outreach calls to individuals who may benefit from Specialty Care support. This position emphasizes high-quality, empathetic communication to help members understand their care options and encourage connection to services. This role is ideal for someone who thrives in a fast-paced, service-driven environment and is passionate about improving access to behavioral health support.

What you’ll be doing:

• Make a high volume of outbound calls to members who have completed screenings or may benefit from Specialty Care Programming.
• Engage members with warmth and professionalism to connect them with appropriate next steps to explore their needs.
• Provide information about Spring Health’s Specialty Care programs and how to access services.
• Support warm handoffs to clinical providers, Specialty Care Navigators or Care Support based on member needs.
• Document all outreach attempts, outcomes, and support tasks accurately in the system.
• Follow escalation protocols if a member shares information that requires clinical attention or crisis intervention.
• Participate in team huddles, training, and ongoing coaching to continuously improve member experience and efficiency.

What success looks like in this role:

• High member outreach completion and engagement rates.
• Accurate and timely documentation of member interactions and operational support tasks.
• Positive member feedback and satisfaction with support provided.
• Effective coordination with clinical and navigation teams for smooth care transitions.
• Proactive contribution to team collaboration, training participation, and quality improvements.

What we expect from you:

• 2+ years of experience in a call center, customer service, healthcare operations, or support role (preferably in mental health or SUD settings).
• Comfortable with high call volumes and navigating sensitive conversations with professionalism and empathy.
• Strong communication and interpersonal skills—able to clearly explain programs and support options to diverse populations.
• Organized and detail-oriented with the ability to manage documentation, scheduling, and follow-up tasks efficiently.
• Tech-proficient and able to quickly learn platforms such as CRMs, EHRs, or benefit tools.
• Motivated