deaa6ad2-d184-436b-b69e-17f761da1d94 - Senior Director, Provider Experience Operations
Requirements
• 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.
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. • Provider satisfaction & retention: Improve provider satisfaction/NPS and retain high-quality providers across Spring Health and Alma. • Thriving practices: Improve providers’ ability to successfully build and sustain their practices within our networks. • Provider support: Deliver fast, high-quality resolution while increasing self-service and AI-enabled support. • Adoption: Drive fast, successful adoption of new products, tools, workflows, and policies. • Quality: Enable consistent, high-quality member experiences across our diverse provider network.
Benefits
• 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. Benefits are subject to individual plan requirements and eligibility criteria. • Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical https://www.onemedical.com/membership/ 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. • We offer competitive paid time off policies including vacation, sick leave and company holidays. • At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents. • Access to Noom https://www.noom.com/, a weight management program—based in psychology, that’s tailored to your unique needs and goals. • 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, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription • Access to BrightHorizons https://www.brighthorizons.com/, 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. • 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/
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