[Hiring] Lead Clinical Care Navigator @Spring Health

Role Description

Spring Health is currently looking for independently licensed mental health professionals to join the Global Clinical Operations team (LCSW, LMFT, LPC, LICSW required) supporting our team and members outside of the United States in the APAC and EU regions.

• Maintains Clinical Care Navigator calls and activities (50%)
• Serves as a resource: monitors Slack care operations channels to assist clinical, care support, and provider ops teams
• Provides after hours support to members and leaders seeking services or connection to the Global team, Management Consultation team, and Spring Internal team
• Assists with outreach or follow up for escalated situations as needed
• Coordinates training and mentoring of new hires and for existing team members as assigned
• Monitors multiple system views and assigns outreaches and follow ups appropriately
• Assists with daily work balancing
• Monitors phone/chat queue availability
• Provides constructive feedback to team members and to the clinical leadership team
• Problem-solves and assists with high touch and escalated/sensitive calls, as well as crisis situations, concerns, or issues
• Provides feedback and advice on team/product/technology/service improvements and assists with implementations
• Facilitates team meetings, as needed
• Assists with system issues/outages
• Participates in special projects, workgroups, or other assignments
• Some holiday coverage and on-call leader rotation
• Follows Spring Health policies and maintains all confidentiality, compliance, and ethical standards

Qualifications

• LCSW, LPC, LMFT, or equivalent independent licensure
• 3+ years of mental health/substance use disorder experience
• Crisis line experience required
• Leadership experience preferred
• Collaborative and solution-focused
• A proactive mindset and willingness to take initiative
• Excellent multi-tasking and communication skills
• Fully engaged and free from interruptions for the duration of shift
• Willing to serve as a subject matter expert, which includes after-hours specific processes and resourceful in seeking information from various sources
• Tech-savvy: very comfortable adopting new technologies and platforms and efficient in tech-related tasks
• Able to multi-task and context switch

Requirements

• Experience working on global teams is required
• English is required; additional language fluency is a plus
• This role requires flexibility for occasional shift changes and availability to work holidays
• The ability to work independently and exercise strong critical thinking is essential when leadership is not present
• This role will report to the Manager of Global Clinical Operations

Benefits

• Health, Dental, Vision benefits start on your first day at Spring Health
• You and your dependents receive an individual One Medical account valued at $199/year per user
• HSA and FSA plans available
• A yearly allotment of no-cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
• 10 allocated sick days per year
• Flexible paid time off in addition to 12 paid holidays throughout the year
• Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching and budget management
• Sabbatical Leave: four weeks, fully paid, sabbatical leave after four years with the company
• 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 fertility 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