Job Description

Our mission: to eliminate every barrier to mental health.
At Spring Health, we're on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it.
We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We're just getting started--join us on our journey to make mental healthcare accessible to everyone, everywhere.
This is a 6-month contract position with the potential to transition to a full-time, benefits-eligible role based on performance and business needs.
We are looking for a Temp Global Care Navigator to join our team! Masters degree in a behavioral health field and licensure or certification as a counselor, social worker, or psychotherapist, psychologist required. Fully bilingual (written and spoken) in both English and Spanish. French Canadian or other language(s) fluency is a plus!
This Temp Global Care Navigator will assist our members through their mental health care journey and connection to care, while ensuring our members are incredibly satisfied with the Spring Health experience. The Care Navigator/Support Coordinator exhibits a deep understanding of all patient and clinician workflows and is highly responsive, resourceful, empathic, and professional. They have creative problem-solving skills and a passion for delivering a high-quality experience. This role will report to the Manager of the Global Team in Clinical Operations.
Flexibility required for occasional shift adjustments and availability needed to work occasional holidays. The shift option available for this role is:

• Monday - Friday 12pm - 8pm EST

What you'll be doing:

• 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.

What we expect from you:

• LCSW, LMFT, LPC, or licensed psychologist.
• Minimum of 2+ years of direct clinical care experience post licensure.
• Excellent written and verbal English and Spanish communication skills and comfortable interacting with members worldwide.
• Must be comfortable using multiple computer platforms at the same time and learning new systems
• Motivated to go above and beyond for members to provide a high-touch experience and outstanding customer service.
• Ability to thrive in a fast-paced and ambiguous environment with constant change as we build out our global presence
• KPIs will include: metrics on connection to care, productivity, and member satisfaction.

Skills Required