Senior Director, Provider Experience Operations

🔥 30 minutes ago

🇺🇸 United States – Remote

💵 $187.4k - $224.5k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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Spring Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🛡️ Insurance

🏥 Healthcare

Consulting • Insurance • Healthcare

Spring Health is a comprehensive mental health solution designed for employers and health plans. It utilizes Precision Mental Healthcare to deliver personalized mental health support by matching individuals with the right care, whether it's digital support, meditation exercises, coaching, therapy, or medication. By partnering with leading organizations, Spring Health aims to improve mental health accessibility and outcomes, reduce employee turnover, and enhance productivity. Trusted by over 4,500 organizations, the company provides an evidence-based approach that has been proven to deliver positive clinical and financial results.

📋 Description

• Define and drive provider experience strategy across Spring Health and Alma • Identify key moments in the provider journey and remove friction affecting satisfaction, engagement, retention, and performance • Represent provider perspectives using data, feedback, and frontline insights to influence company priorities, policies, products, and workflows • Build mechanisms to understand provider sentiment and translate insights into measurable improvements • Lead provider support operations, improving resolution speed, quality, and effectiveness while expanding self-service and AI-enabled support • Own provider enablement and change management for adoption of products, workflows, tools, and policies • Partner with Product, Engineering, Clinical, Medical Affairs, Marketing, and Provider Operations • Build scalable programs supporting practice growth, network engagement, and high-quality care • Develop provider engagement and retention strategies across both networks • Lead provider performance programs, including metrics, feedback loops, coaching, and interventions • Identify drivers of provider satisfaction, retention, and practice success and translate them into operational improvements • Lead and develop a high-performing team spanning provider support, enablement, performance, and clinical expertise • Improve provider satisfaction/NPS and retention • Improve providers’ ability to build and sustain practices • Deliver fast, high-quality provider support resolution • Drive adoption of new products, tools, workflows, and policies • Enable consistent, high-quality member experiences

🎯 Requirements

• 10+ years of experience in healthcare operations, provider operations, customer/provider experience, or a related field • 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 factors enabling clinicians to build successful, sustainable practices • Experience leading large-scale support, enablement, performance, or change-management programs • Strong cross-functional influence with Product, Engineering, Clinical, and operational teams • Strong analytical and operational judgment • 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 • Health, dental, and vision benefits starting on the first day • One Medical accounts • HSA and FSA plans, with Spring contributing up to $1,000 for HSAs depending on plan type • Employer-sponsored 401(k) match of up to 2% • Yearly allotment of no-cost visits to Spring Health network therapists, coaches, and medication management providers for employees and dependents • Paid vacation, sick leave, and company holidays • Parental leave after 6 months: 18 weeks for birthing parents and 16 weeks for non-birthing parents • Noom weight management program • Carrot fertility care support and $4,000 reimbursement for related fertility expenses • Wellhub fitness, mindfulness, nutrition, and sleep subscription • BrightHorizons sponsored child care, backup care, and elder care • Up to $1,000 annual professional development reimbursement • $200 annual donation matching • Fully remote work arrangement • Occasional company or team event/meeting travel

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