[Hiring] Benefits & Billing Coordinator @Spring Health

Role Description

We are looking for a Benefits & Billing Coordinator (Temporary) to join our Care Support team! The Care Support Team maintains a dedicated focus on ensuring members and providers are incredibly satisfied with the Spring Health platform by coordinating various aspects of care delivery. The Benefits & Billing Coordinator (Temp) will serve as the primary point of contact for our members, providing exceptional support and assistance through multiple communication channels, including but not limited to, inbound calls and emails. The ideal candidate ensures timely and accurate service that exceeds our member’s expectations.

This is a non-clinical support role. This is a temporary position with the opportunity to extend or convert to full-time based on performance and business needs. As a temporary (contract) position, this role is not eligible for any non-statutory benefits. Flexibility is required to support occasional shift adjustments (depending on business needs), ability to work 1 weekend per month and at least 4 holidays per year. Advance notice will be provided when possible. This remote position reports to the Care Support Team Lead.

You must be willing to work any of the shifts listed below. While we always strive to accommodate your preferred choice, we cannot guarantee it will be possible. Shift confirmation will be provided upon receiving an offer:

• 9:00 AM-5:00 PM EST
• 10:00 AM-6:00 PM EST
• 11:00 AM-7:00 PM EST
• 12:00 PM-8:00 PM EST

What you’ll do:

• Manage a steady, high volume of inbound calls and emails daily.
• Help members with a wide variety of needs, including but not limited to, benefit and cost education, insurance verification, and billing disputes.
• Act as a first-line troubleshooter for members facing technical hurdles, particularly around payment processing and platform navigation.
• Communicate sensitive health and financial information with high emotional intelligence.
• Work closely with internal teams to resolve complex issues quickly.
• Resolve member inquiries with a high sense of urgency while adhering strictly to established workflows and SOPs.

What success looks like in this role:

• Member satisfaction via CSAT survey responses.
• Consistently addressing inquiries and requests promptly and effectively.
• Consistently meeting or exceeding Productivity, Adherence and Quality KPIs.
• Maintaining Quality expectations; closely following established processes on interactions.
• Successfully managing escalated issues to resolution.
• Actively contributing to process improvements aimed at enhancing service delivery.
• Collaborating effectively with internal and external stakeholders.
• Adherence to all company policies in compliance with regulatory standards (e.g., HIPAA).

Qualifications

• At least one year of customer service experience, preferably in a high volume, contact center environment.
• At least one year of experience in member benefits (eligibility, verification, etc.) and/or billing (billing disputes, payment processing, claims, etc.).
• Ability to navigate sensitive member needs with urgency and in a resilient manner.
• Ability to work independently, prioritize tasks, and manage time effectively in a dynamic environment.
• Experience working with individuals with diverse backgrounds and needs.
• Proven experience in handling sensitive information or supporting individuals in distress.
• Strong empathetic listening skills.
• Exhibit effective and proactive communication with peers and leadership.
• Ability to maintain composure and professionalism under pressure.
• Understanding of confidentiality and privacy regulations/policies.
• Exhibit resourcefulness, creativity, ambition, and a strong problem-solving mindset.
• Ability to thrive in a fast-paced, dynamic environment while meeting the performance metrics of the role.
• Technical proficiency, including the ability to troubleshoot and guide effectively.
• A designated private work environment to ensure adherence to data privacy and integrity.

Preferred Qualifications

• Experience working in Jira, Zendesk, and other ticketing systems.
• Experience in a phone support role working with sensitive health information.
• Experience working in healthcare/health tech.

Compensation

The target base salary range for this position is $25.13 - $29.49 per hour . 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.