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Role Description

This position is a full-time, remote position that reports directly to the Senior Clinical Manager of the Substance Use Disorder Program. 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. The schedule for this role is Monday through Friday, 11-7pm ET.

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.

Qualifications

• 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 by mission-driven work and committed to equitable, person-centered care delivery.

Bonus Qualifications

• Bilingual.
• Prior work with Insurance, Benefits, Prior Auth experience a plus.

Requirements

The target base salary range for this position is $29.00-$32.00 Hourly , 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

• Health, Dental, Vision benefits start on your first day at Spring Health.
• You and your dependents also receive an individual One Medical account which is valued at $199/year per user.
• HSA and FSA plans are also available.
• Employer sponsored 401(k) match of up to 2%.
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• Generous paid time off, 10 sick days, 12 paid holidays throughout the year, and a 1 month sabbatical leave granted at your 4 year anniversary.
• We offer parental leave up to 18 weeks, depending on your eligibility including tenure and medical situation.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.