Note: The job is a remote job and is open to candidates in USA. Spring Health is a global mental health company focused on eliminating barriers to mental health through personalized, technology-enabled care. The Senior Director, Provider Experience Operations will lead the strategy and operations for provider support, enablement, engagement, performance, and experience across the Spring Health and Alma networks. This leader will remove friction from the provider journey, improve provider satisfaction and retention, and build scalable programs that support high-quality care.
Responsibilities
- Define and drive the provider experience strategy across Spring Health and Alma, with a focus on helping providers build thriving, sustainable practices within our networks
- Identify the moments that matter most across the provider journey and remove friction that impacts satisfaction, engagement, retention, and performance
- Serve as a strong voice of the provider, using data, feedback, and frontline insights to influence company priorities, policies, products, and workflows
- Build mechanisms to understand provider sentiment and translate insights into clear priorities and measurable improvements
- Lead provider support operations, improving the speed, quality, and effectiveness of how we resolve provider needs while expanding self-service and AI-enabled support
- Own provider enablement and change management, ensuring providers can successfully adopt new products, workflows, tools, and policies
- Partner across Product, Engineering, Clinical, Medical Affairs, Marketing, and Provider Operations to design experiences that work for providers at scale
- Build scalable programs that help providers understand how to grow their practices, effectively engage with our networks, and deliver high-quality care
- Develop strategies that strengthen provider engagement and retention across both networks
- Lead provider performance programs, including the metrics, feedback loops, coaching, and interventions needed to support consistent, high-quality member experiences
- Identify the drivers of provider satisfaction, retention, and practice success and translate them into actionable programs and operational improvements
- Lead and develop a high-performing team spanning provider support, enablement, performance, and clinical expertise
Skills
- 10+ years of experience in healthcare operations, provider operations, customer/provider experience, or a related field, including significant leadership experience
- Demonstrated success building strategies and programs that improve provider or customer satisfaction, engagement, retention, and performance at scale
- Deep understanding of provider workflows and the factors that enable clinicians to build successful, sustainable practices
- Experience leading large-scale support, enablement, performance, or change-management programs
- Strong cross-functional influence, particularly with Product, Engineering, Clinical, and operational teams
- Strong analytical and operational judgment, with the ability to translate provider insights and data into clear priorities and measurable action
- Demonstrated ability to use AI and automation to improve support experiences, operational efficiency, and team effectiveness
- Experience leading and developing high-performing, multidisciplinary teams
- Digital health, provider network, marketplace, or EMR experience preferred
Benefits
- Equity as part of the competitive total rewards package
- Health, Dental, Vision benefits start on your first day at Spring.
- You and your dependents also receive access to One Medical accounts.
- 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.
- Competitive paid time off policies including vacation, sick leave and company holidays.
- At 6 months tenure with Spring, 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 to Wellhub, 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.
- This is a full time, fully remote position on our team.
Company Overview
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