[Hiring] Team Lead, Clinical Operations (Management Consultation) @Spring Health

Role Description

The Team Lead, Clinical Operations (Management Consultation) must be highly responsive, collaborative, and able to manage both clinical and operational responsibilities. A flexible approach and strong work ethic will be necessary to meet business, member, and team needs.

What you’ll be doing:

• Maintain team queue/caseload up to approximately 50% of work time.
• Serve as a resource and subject matter expert for team specific operations, monitoring communication channels and supporting high-touch, escalated, and crisis situations with real-time problem solving and decision support.
• Maintain end-to-end oversight of team operations, including daily documentation and workflow spot checks, and coordination of issue resolution.
• In support of clinical managers, provide on-demand clinical and technical consultation for complex or escalated cases, supporting the team on clinical judgment, risk considerations, and appropriate next steps.
• Support or directly respond to escalations or internal stakeholder concerns as needed.
• In support of clinical managers guidance, offers in-the-moment support to the team in clinical case consultation and shaping.
• Update workflows and SOPs by reviewing and developing documentation in response to program changes and team feedback.
• Support team development and onboarding through training, competency sign-offs, and holding open office hours.
• Coordinate daily operational flow by assigning cases based on volume, complexity, and risk; reviewing intakes for completeness and urgency; and ensuring timely outreach in alignment with SLAs.
• Create and maintain daily and weekly queue schedules, making real-time adjustments as needed.
• Monitor and manage multiple system views including queue activity, case assignment, caseload balancing, CIR tracking, follow-up task assignment, and reporting to clinical leadership.
• Partner cross-functionally to troubleshoot operational and clinical issues, support quality or CME follow-ups, and drive continuous improvement.
• Provides feedback and advice on team/product/technology/service improvements and assists with implementations.
• Serves as a primary point of contact for the team in absence of manager and facilitates team meetings as needed.
• May be assigned additional projects, as needed.
• Follow all Spring Health policies, confidentiality, compliance, and ethical standards.

Qualifications

• LCSW, LPC, LMFT, or equivalent independent licensure firmly required.
• Strongly preferred: CEAP and/or SAP Qualification
• 3+ years of EAP experience required
• Minimum of 1 year management consultation experience required
• Strong understanding of SUD and LOC as well as best practices for navigating substance use in the workplace
• Strong verbal and written professional communication skills
• Familiar with Spring Health Clinical Operations Inbound systems and workflows
• Leadership experience preferred
• Collaborative and solution-focused
• Excellent multi-tasking and communication skills
• Willing to serve as a subject matter expert and resourceful in seeking information from various sources.
• Tech-savvy: very comfortable adopting new technologies and platforms and efficient in tech-related tasks.

Requirements

• Manages the queue to meet established SLAs, ensuring timely responses to new requests and prompt communication with leadership and colleagues.
• Consistently meets established quality review targets, in regards to individual score and team score.
• Achieves customer satisfaction score targets, reflecting customer satisfaction with services provided, in regards to individual score and team score.
• Ensures timely and accurate documentation and case management.

Benefits

• 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.