Clinical Operations Associate, Quality

We are seeking a highly organized and detail-oriented Quality Assurance Associate to support our Clinical Operations team, with a focus on Care Navigation and Employer Services. This full-time, associate-level role will conduct quality audits and report on findings to uphold clinical service standards, identify service recovery opportunities, and ensure consistency in frontline service delivery. The ideal candidate will bring a keen eye for detail, a strong sense of accountability, and a commitment to driving quality across member-facing interactions.

What you’ll do:

• Conduct quality audits of clinical and sub-clinical interactions with members across all care lines (e.g., calls, chats, emails, documentation) to assess adherence to SOPs, clinical quality standards, and compliance requirements.
• Analyze and summarize audit findings, identifying trends, gaps, and areas for improvement to support ongoing quality monitoring.
• Actively participate in processes that address member concerns and improve the experience following service issues. This includes investigating root causes of interaction challenges, collaborating to implement corrective actions and prevent recurrence.
• Provide regular reporting on audit outcomes to inform leadership decision-making and support performance management efforts.
• Collaborate to identify opportunities for SOP or workflow updates based on audit trends and operational insights.
• Assist with internal audit readiness by organizing and maintaining documentation related to clinical quality review processes.

What success looks like:

• Consistently completes audits across care lines within expected timelines and quality standards
• Provides clear, actionable summaries of audit findings that help inform team- and org-level quality insights
• Identifies trends, service gaps, and potential areas of risk through ongoing review of member interactions
• Flags and escalates service recovery opportunities based on defined criteria and supports root cause identification
• Collaborates with the Quality team to ensure documentation is audit-ready and aligned with internal standards
• Contributes to SOP or workflow updates based on audit findings and operational feedback
• Supports internal compliance and quality improvement initiatives through reliable audit documentation and reporting

What you’ll bring:

• Master’s degree in a behavioral health field required.
• Active clinical license required (LPC, LPC-Associate, LCSW, LMSW, LMFT, LMFT-Associate, or comparable).
• 2–4 years of experience in quality assurance, auditing, compliance, or healthcare operations, preferably within a clinical or member-facing environment.
• Demonstrated experience evaluating service interactions and identifying quality or compliance gaps in a structured, high-volume setting.
• Familiarity working with or supporting clinical or frontline teams, with an understanding of documentation standards, risk awareness, and service expectations.
• Bonus: Experience working in an Employee Assistance Program (EAP) setting or supporting Employer Services teams.
• Strong attention to detail and analytical thinking, with the ability to identify trends, flag issues, and synthesize findings for leadership.
• Comfortable navigating and learning audit platforms or quality monitoring tools; experience with CRM or ticketing systems (e.g., Zendesk) a plus.

The target base salary range for this position is $32.05 - $39.62, and is part of a competitive total rewards package including stock options and benefits. 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.