Reporting to the Team Lead, Care Support, the Complaints & Grievances Coordinator - Temp will ensure timely, empathetic, and compliant resolution of member concerns. This role is part of the Care Support team and plays a critical role in the member complaint resolution process across Billing, Clinical, and Quality teams. This is a temporary position that is fully remote.

This is a temporary position with the opportunity to extend or become permanent full-time based on performance and/or business needs. As a temporary (contract) position, this role is not eligible for any non-statutory benefits. Flexibility to support occasional shift adjustments (depending on business needs) is preferred. Advance notice will be provided when possible.

What you’ll do:

• Monitor, triage, and address incoming member complaints and grievances through internal systems and support as appropriate
• Conduct thorough case reviews and collaborate with operations teams to gather documentation and context
• Draft formal responses and ensure timely resolution in compliance with internal SLAs and regulatory guidelines
• Maintain accurate records and documentation of all case activity
• Work closely with Operations Compliance to track and pursue the resolution of grievances
• Identify trends and surface feedback to improve service quality and satisfaction

What success looks like:

• 100% of flagged cases acknowledged and resolved within SLA
• Timely completion of support tickets, within regulatory and internal resolution times
• High internal satisfaction with communication and coordination

What you’ll bring:
Minimum Qualifications:

• 2+ years experience in a healthcare, behavioral health, or insurance environment
• Strong understanding of grievance processes, regulatory timelines, and privacy standards (e.g. HIPAA)
• Excellent written communication skills, strong attention to detail
• Excellent organizational and time-management skills
• Empathy-driven, customer-first approach in sensitive scenarios
• Working knowledge of Google Office Suite (Google Docs, Sheets, Slides, Forms, etc.)
  

Preferred:

• Knowledge of DMHC, NCQA, CMS and other regulatory bodies preferred
• Experience in a digital health or startup environment
• Experience with CRM or case tracking tools like Zendesk, or similar

The target base salary range for this position is $26.05 - $32.18. 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 at minimum to ensure competitive and fair pay.

Benefits provided by Spring Health:

Note: We have even more benefits than listed here 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 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, 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.