CIR Operations & Provider Support Manager

We are looking for a highly effective individual to support the operational excellence of our CIR (Critical Incident Response) services. Reporting to the SpringWorks Program Operations Director, this role ensures high-quality CIR coordination by driving integration across cross-functional teams. You will lead performance management efforts for 1099 CIR providers, oversee documentation audits, investigate service quality concerns, and follow up on customer satisfaction survey results. This role partners closely with internal stakeholders to resolve issues at both the incident and trend level, while also developing SOPs and hosting provider support sessions. You will serve as a key contributor to the CIR program with success measured by clear KPIs around provider compliance, quality assurance, customer satisfaction, and escalation management. This is a full time, remote position on our team with occasional travel required. 

What you'll be doing:

• Program & Performance Management
• Lead initiatives to optimize the delivery and coordination of Critical Incident Response (CIR) services across multiple teams, including Management Consultation, Care Navigation, Global Care Navigation, and Workplace Mental Health Consultants.
• Partner with cross-functional teams to design and operationalize a CIR provider performance dashboard that drives data visibility and accountability.
• Oversee the performance management of 1099 CIR providers, ensuring quality service delivery aligned with compliance protocols. 
• Conduct and maintain high-accuracy documentation audits to assess quality and adherence to service standards.
• Manage quality control for CIR service delivery, including proactive identification of concerns, execution of timely root cause analyses, and resolution of escalated service issues.
• Customer Experience & Quality Improvement
• Monitor post-incident customer satisfaction and follow-up for cases including identifying trends and opportunities for service improvement.
• Act as a liaison with internal teams and external vendor partners to drive resolution of service delivery and quality issues—both at the individual incident and systemic level.
• Synthesize insights from customer satisfaction, provider performance, and escalated issues to create actionable reports for senior leadership and drive continuous improvement strategies.
• Support development and execution of a CIR Provider Success Program to enhance provider training, onboarding, engagement, and performance.
• Provider Engagement & Operational Excellence
• Facilitate CIR provider case consultation forums, best practice roundtables, and open office hours to foster knowledge-sharing and service excellence.
• Own the creation, documentation, and maintenance of Standard Operating Procedures (SOPs) for CIR coordination and delivery workflows.
• Evaluating customer requests for billing exceptions tied to service delivery incidents and recommending action based on data and service history.

What success looks like in this role:

• Meeting key performance metrics relating to provider performance monitoring, management, & provider satisfaction.
• Meeting key program success metrics, including timely response of CIR services.
• Meeting key metrics relating to customer satisfaction & escalations.

What we expect from you:

• Master's degree with an active clinical license required. CEAP certification preferred.
• 5+ years of professional experience in program operations, provider performance management, clinical quality assurance, or related areas—preferably within mental health or healthcare settings.
• Strong understanding of Critical Incident Response protocols, with demonstrated ability to manage provider networks and monitor service quality at scale.
• Proven success in building and maintaining effective cross-functional partnerships, including with clinical, operational, and provider-facing teams.
• Comfortable using data to drive decisions; experience analyzing performance and quality metrics, synthesizing insights, and delivering clear, concise recommendations to leadership and cross-functional stakeholders.
• Excellent written and verbal communication skills, with the ability to engage both internal stakeholders and external partners in a clear and solutions-oriented manner.
• A process-oriented mindset with experience creating, maintaining, and optimizing SOPs to drive operational excellence.
• Skilled in facilitating provider meetings and training forums with a focus on knowledge sharing and continuous improvement.
• High level of discretion and judgment in evaluating service concerns and contributing to exception decision-making processes.
• Self-starter with a proactive approach to problem-solving and a strong bias for action.
• Experience in managing or supporting networks of 1099 providers is strongly preferred.
• Ability to travel up to 10–15% for occasional provider training, team meetings, or cross-functional planning.

The target base salary range for this position is $97,325-$114,500, 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. 

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.