[Remote] Benefits & Billing Coordinator (Temporary)

Note: The job is a remote job and is open to candidates in USA. Spring Health is on a mission to revolutionize mental healthcare by removing barriers to access. They are seeking a Benefits & Billing Coordinator to provide exceptional support to members by managing inquiries related to benefits, insurance verification, and billing disputes through various communication channels. Responsibilities 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, while remaining agile enough to resolve or triage additional member concerns as they arise Act as a first-line troubleshooter for members facing technical hurdles, particularly around payment processing and platform navigation Escalate issues as needed to cross-functional partners for resolution Communicate sensitive health and financial information with high emotional intelligence De-escalate stressful situations by actively listening and providing solution-focused support, all while remaining strictly HIPAA compliant Work closely with internal teams to resolve complex issues quickly, ensuring no member request falls through the cracks Resolve member inquiries with a high sense of urgency while adhering strictly to established workflows and SOPs Act as a vital feedback loop, identifying and surfacing trends in member concerns and your own observations to help us continuously optimize our processes Consistently addressing inquiries and requests promptly and effectively, demonstrating responsiveness and reliability in service delivery Consistently meeting or exceeding Productity, Adherence and Quality KPIs Maintaining Quality expectations; closely following established processes on interactions Successfully managing escalated issues to resolution (via de-escalation or triage), ensuring that concerns are addressed in a timely and compassionate manner Actively contributing to process improvements aimed at enhancing service delivery, overall satisfaction, client needs and contributing to product improvements Collaborating effectively with internal and external stakeholders to facilitate seamless care transitions and support comprehensive care plans Adherence to all company policies in compliance with regulatory standards (e.g., HIPAA), ensuring data privacy and integrity Skills 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 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 Company Overview Spring Health provides mental health solution for employers and health plans. It was founded in 2016, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is