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Payer Customer Success Associate

3 weeks, 4 days ago
Anywhere
Full-time
Junior
Customer Success
Customer and Technical Support
Asana Looker SFTP
Apply Now
Spring Health

Spring Health

Spring Health is a company that offers a comprehensive and personalized mental healthcare solution for teams and families. They provide clinically proven technology and world-class providers to deliver precise care tailored to individual needs, elimina...

Health Care Providers & Services
1K-5K
Founded 2016
$366M raised
View All Jobs 20

Description

  • Act as a secondary point of contact for assigned customers and support the Payer Customer Success team.
  • Collaborate with cross-functional teams to resolve customer and member issues and maintain a seamless experience.
  • Participate in customer meetings and help address customer needs and concerns under CSM direction.
  • Create and maintain project management documentation and customer dashboards in tools such as Gainsight and Asana.
  • Maintain accurate customer records in Spring Health Admin, including notes, setup details, and audits.
  • Investigate member issues and coordinate resolution steps with Payer Customer Success Managers.
  • Track cross-functional requests related to reporting, marketing, invoicing, product, engineering, and clinical support.
  • Compile Quarterly Business Review decks using Looker and other sources and contribute to reporting narratives.
  • Coordinate distribution of member marketing materials and support customer events and virtual events.
  • Manage incoming client requests, escalations, and account continuity in the absence of the account owner.
  • Support transition planning, documentation, and communication during account transitions.
  • Manage open tickets, meet deadlines, and help improve team reporting and workflows.

Requirements

  • 2+ years of experience in customer-facing roles, preferably in healthcare.
  • Prior health plan experience is strongly preferred.
  • Experience presenting information to customers and incorporating feedback.
  • Bachelor's degree or equivalent work experience.
  • Strong organizational, presentation, verbal, and written communication skills.
  • Ability to adapt quickly to change, respond promptly to issues, and develop creative solutions.
  • Self-motivated, team-oriented, and comfortable working in a dynamic startup environment.
  • Commitment to continuous personal and professional growth.
  • Technical proficiency with SFTP, ticketing systems, project management tools, and data entry.
  • Proficiency with Google Suite and interest in adopting new software platforms.
  • Up to 15% travel required for team events.

Benefits

  • Target base salary of $31.97 - $36.30 per hour.
  • Competitive total rewards package including benefits.
  • Medical, dental, and vision coverage starting on day one.
  • Access for you and your dependents to One Medical accounts.
  • HSA and FSA plans available, with Spring contributing up to $1K to HSAs depending on plan type.
  • Employer-sponsored 401(k) match of up to 2%.
  • Annual allotment of no-cost visits to Spring Health therapists, coaches, and medication management providers for you and your dependents.
  • Competitive paid time off, including vacation, sick leave, and company holidays.
  • Parental leave after 6 months of tenure: 18 weeks for birthing parents and 16 weeks for non-birthing parents.
  • Fertility care support through Carrot, plus $4,000 reimbursement for related fertility expenses.
  • Access to Wellhub for fitness, mindfulness, nutrition, and sleep support.
  • Access to BrightHorizons for sponsored child care, back-up care, and elder care.
  • Up to $1,000 per year in professional development reimbursement.
  • $200 per year in donation matching.

Interested in this position?

Apply directly on the company website

Apply Now

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