• Utilize active listening and written communication skills to interact with and support patients by maintaining availability during shifts for incoming phone, chat, and emails in the language(s) in which you are fluent. • Manage all care coordination needs, including but not limited to: assisting with platform sign up, troubleshooting tech issues, gathering intake information, scheduling and canceling appointments, and explaining the services available. • Conduct a clinical needs assessment to develop a plan of action for each member and refer to an appropriate level and modality of care (Spring Health counseling provider or other mental health services). • Assess and synthesize information using good clinical judgment to manage member crises such as suicide risk by providing in-the-moment support, triage, safety planning, and follow up. • Provide consultation, psycho-education, empathy and motivational assistance as needed to address mental health, substance use, and family/relationship concerns. • Engage in CIR intake and/or coaching services for global members and customers. • Identify and problem-solve issues that serve as a barrier or disruption to care, technical issues, and more submitted by members and providers. • Research and document crisis resources for members in different countries. • Review and learn from current and new workflows, via a combination of online and live training, and policies, which will be written and spoken in English. • Summarize all patient interactions, writing in English within Spring Health’s online documentation systems. • Coordinate with other internal teams in identifying, reporting, and resolving issues as needed, to ensure a smooth member experience. • Participate in staff meetings, case consultations, training, and special internal projects such as customer-facing initiatives as assigned and available. • Follow Spring Health policies and maintain all confidentiality, compliance, and ethical standards.

• Telephonic screening, brief intervention, and referral of members to a trauma specialty treatment provider. • Apply active listening, psychoeducation, and motivational interviewing skills to understand each member’s needs and provide support as they set goals. • Utilize Judith Herman’s phase-based trauma treatment model to provide stabilization support to members in their process of engaging in care. • Identify an appropriate level of care, facilitate referral, and coordinate care with a Spring Health provider. • Provide consultation regarding mental health concerns and family/relationship issues, as appropriate to member needs. • As necessary, provide in-the-moment support and safety planning for members with safety, risks or crisis. • Document information, maintain accurate records, perform follow-ups, and track progress within several systems, including an EHR within required timeframes.

• Responding to and managing client experience inquiries in our various channels • Complete ongoing clerical, administrative, and routine tasks to keep our day to day client experience operations running smoothly • Track performance on a daily, weekly, and monthly basis by assisting with the collection of data and explaining the “why” of what happens • Facilitate regular interviews with users to collect feedback and insights to better serve our audience

• Serve as a senior point of resolution for escalated, complex, and high-dollar billing issues routed from internal billing teams, BPO partners, support/help desk, retention, and client-facing staff • Perform detailed root cause analysis on denials, rejections, underpayments, payment-posting anomalies, and configuration errors • Identify and capture all affected claims and accounts when a systemic issue is found, and drive corrective action end-to-end through to verified resolution • Document findings clearly and present recommendations and corrective-action plans to team leads and leadership • Partner daily with multiple teams to resolve issues that span team boundaries • Own and manage hand-offs between functions, ensuring tasks are routed, tracked, and closed correctly • Execute and verify account setup and configuration changes • Act as a subject matter expert and escalation resource for the broader RCM organization, fielding questions and providing authoritative guidance • Author, refine, and maintain Standard Operating Procedures (SOPs) and training materials based on issues resolved • Communicate efficiently and professionally with clients on escalated matters • Manage a high volume of concurrent tasks against productivity and completion-rate targets without sacrificing accuracy.