Care Member Engagement Associate

This position is a full-time, remote position that reports directly to the Senior Clinical Manager of the Substance Use Disorder Program. The required schedule is 12pm-8pm EDT, or the equivalent in your respective time zone (i.e. 9am-5pm PDT, 10am-6pm MDT, 11am-7pm CDT), and is mandatory.

As a Specialty Care Member Engagement Associate, you will serve as a key member of our support team, focused on making proactive outreach calls to individuals who may benefit from Specialty Care support. This position emphasizes high-quality, empathetic communication to help members understand their care options and encourage connection to services.

This role is ideal for someone who thrives in a fast-paced, service-driven environment and is passionate about improving access to behavioral health support.

What you’ll be doing:

• Make a high volume of outbound calls to members who have completed screenings or may benefit from Specialty Care Programming.
• Engage members with warmth and professionalism to connect them with appropriate next steps to explore their needs.
• Provide information about Spring Health’s Specialty Care programs and how to access services.
• Support warm handoffs to clinical providers, Specialty Care Navigators or Care Support based on member needs.
• Document all outreach attempts, outcomes, and support tasks accurately in the system.
• Follow escalation protocols if a member shares information that requires clinical attention or crisis intervention.
• Participate in team huddles, training, and ongoing coaching to continuously improve member experience and efficiency.

What success looks like in this role:

• High member outreach completion and engagement rates.
• Accurate and timely documentation of member interactions and operational support tasks.
• Positive member feedback and satisfaction with support provided.
• Effective coordination with clinical and navigation teams for smooth care transitions.
• Proactive contribution to team collaboration, training participation, and quality improvements.

What we expect from you

• 2+ years of experience in a call center, customer service, healthcare operations, or support role (preferably in mental health or SUD settings).
• Comfortable with high call volumes and navigating sensitive conversations with professionalism and empathy.
• Strong communication and interpersonal skills—able to clearly explain programs and support options to diverse populations.
• Organized and detail-oriented with the ability to manage documentation, scheduling, and follow-up tasks efficiently.
• Tech-proficient and able to quickly learn platforms such as CRMs, EHRs, or benefit tools.
• Motivated by mission-driven work and committed to equitable, person-centered care delivery.

Bonus qualifications

• Bilingual

The target base salary range for this position is $29.00-$32.00 Hourly,