Member Engagement Associate

OUR MISSION: ELIMINATING EVERY BARRIER TO MENTAL HEALTH.

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.

Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.

As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.

This is a full-time, non-exempt, remote position reporting to the Senior Clinical Ops Manager of the Specialty Care Program. The Member Engagement Associate connects members to Specialty Care, primarily by working auto-dialer tickets in Zendesk. Proactive outreach is a secondary part of the role, and handling inbound calls is expected to be added in the near future. No travel is required, though occasional on-site travel to the New York main office may be requested.

Schedule Options

1. Monday-Friday 10am-7pm ET (or equivalent in your respective time zone) with an hour lunch, OR

2. Monday-Friday 10:30am-7pm ET (or equivalent in your respective time zone) with a half hour lunch.

What you'll do

• Work auto-dialer tickets in Zendesk and Amazon Connect as the primary focus of the role, helping members connect to Specialty Care services.
• Make proactive outbound calls, as a secondary function, to members who completed screenings or may benefit from Specialty Care, with warmth, empathy, and professionalism.
• Book members with a Specialty Care Navigator or connect them to Specialty Care services.
• Assist with scheduling, rescheduling, and resolving barriers to care connection.
• Prioritize tickets and manage queues to minimize dropped calls and resolve member needs on first contact.
• Support warm handoffs to clinical providers, Specialty Care Navigators, or Care Support based on member needs.
• Document all interactions, outreach attempts, scheduling updates, and support tasks accurately in Zendesk and the CRM/EHR platforms.
• Follow escalation protocols immediately when a member shares information requiring clinical attention or crisis intervention.
• Participate in 1:1s, team huddles, training, and ongoing coaching to improve queue efficiency and member satisfaction.

WHAT SUCCESS LOOKS LIKE (KPIS OR SUCCESS CRITERIA)

• Members are booked with a Specialty Care Navigator or connected to Specialty Care services.
• Zero dropped calls across assigned queues.
• Interaction quality meets the team standard at 95%.
• Member interactions and scheduling updates are documented accurately and on time in Zendesk same day.

AI FLUENCY EXPECTATIONS (CAPABLE)

• Uses AI to draft SOPs, member communications, case notes, escalation summaries, shift handoff reports, and internal process documentation as a routine part of daily work, not just when assigned.
• Uses AI to handle higher member or case volume without a proportional increase in handling time; actively designs their work to scale throughput.
• Completed required AI enablement training; uses provided templates and frameworks.
• Reviews AI output before finalizing; can explain what the tool contributed and where human judgment was applied.
• Can point to specific operational workflows where AI has reduced manual steps, cut handling time, or improved consistency of member-facing output.

WHAT WE EXPECT FROM YOU

• 2+ years of experience in a call center, customer service, behavioral health or healthcare operations, or support role.
• 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

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 https://springhealth.link/jd-2022-09-radfordcomp at minimum to ensure competitive and fair pay.

Benefits provided by Spring Health

Note: We have even more benefits than listed here https://www.springhealth.com/careers#:~:text=Our%20perks%20%26%20benefits and below, your recruiter will provide more in-depth information as you continue in the interview process. All benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical https://www.onemedical.com/membership/ 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 https://springhealth.link/jd-2023-07-carrotbenefit, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub https://springhealth.link/jd-2023-07-gympassbenefit, 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.

Not sure if you meet every requirement? Research shows https://pubsonline.informs.org/doi/10.1287/mnsc.2023.4907 that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive https://www.springhealth.com/careers. If this role excites you, we encourage you to apply.

Our privacy policy: https://springhealth.com/privacy-policy/

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.