[Hiring] Global Care Navigator @Spring Health

Role Description

This full-time, remote Global Care Navigator (IC3) reports to the Manager of the Global Team in Care Delivery Operations. The role supports members through their mental health care journey, connecting them to the right care while ensuring they have a high-quality Spring Health experience.

Schedule:

• US: Sunday through Thursday; 10 PM to 6 AM ET

What You'll Do:

• Support members by phone, chat, and email during assigned shifts, in the languages you're clinically fluent in.
• Manage end-to-end care coordination, including platform sign-up, technical troubleshooting, intake, scheduling and canceling appointments, and explaining available services.
• Conduct clinical needs assessments and refer members to the appropriate level and modality of care, including Spring Health counseling providers and other mental health services.
• Assess and manage member crises, including suicide risk, through in-the-moment support, triage, safety planning, and follow-up.
• Provide consultation, psycho-education, empathy, and motivational support on mental health, substance use, and family or relationship concerns.
• Identify and resolve barriers to care and technical issues raised by members and providers, coordinating with internal teams to keep the member experience smooth.
• Research and maintain crisis resources for members across countries, and complete management consultation intake for global members and customers.
• Document all member interactions accurately in English in Spring Health's systems.
• Learn current and new workflows and policies through training, and take part in staff meetings and case consultations.
• Contribute to special internal and customer-facing initiatives as assigned, following Spring Health policies and maintaining confidentiality, compliance, and ethical standards.

What Success Looks Like

• QA: achieve or exceed the 94% QA target.
• CSAT: achieve or exceed the 4.65 CSAT target.
• Adherence: at or above 85%.

AI Fluency Expectations (Capable)

• Uses AI to draft SOPs, member communications, case notes, escalation summaries, shift handoff reports, and internal process documentation as a routine part of daily work, not just when assigned.
• Uses AI to handle higher member or case volume without a proportional increase in handling time, actively designing their work to scale throughput.
• Completes required AI enablement training and uses the provided templates and frameworks.
• Reviews AI output before finalizing and can explain what the tool contributed and where human judgment was applied.
• Can point to specific operational workflows where AI has reduced manual steps, cut handling time, or improved consistency of member-facing output.

Qualifications

• Experience in mental health care or related field.
• Strong communication skills in multiple languages.
• Ability to manage crises and provide support.
• Familiarity with AI tools and their applications in care delivery.

Requirements

• Availability to work the specified schedule.
• Proficiency in languages required for member support.
• Ability to document interactions accurately.
• Commitment to confidentiality and ethical standards.

Benefits

• Health, Dental, Vision benefits start on your first day.
• Individual One Medical account valued at $199/year per user.
• Yearly allotment of no-cost visits to the Spring Health network of therapists, coaches, and medication management providers.
• Competitive paid time off policies including vacation, sick leave, and company holidays.
• Access to Gympass for wellbeing coaching and budget management.
• Four-week fully paid sabbatical leave after four years of service.
• 4-4.5 months of fully paid parental leave.
• Sponsored access to Bright Horizons® child care, back-up care, and elder care.
• Access to fertility care support through Carrot, with $4,000 reimbursement for related expenses.
• Employer sponsored 401(k) match of up to 2% after 90 days of employment.
• Up to $1,000 Professional Development Reimbursement per calendar year.
• $200 per year donation matching to support your favorite causes.