Global Care Navigator

Role Overview

• 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.

Requirements

• Counselor, Psychotherapist, or Social Worker with a masters degree and appropriate credentials in your US state or country of residence.
• Minimum of 2+ years of direct clinical care experience post licensure.
• Excellent written and verbal English and French 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 as we build out our global presence.
• KPIs will include: metrics on connection to care, productivity, and member satisfaction.

Tech Stack

• Spring

Benefits

• Supplementary health insurance coverage. Coverage includes top level packages available per provider, as well as dependent coverage, if required.
• Access to Spring Internal
• 20 no-cost therapy sessions for you and your dependents via Spring Internal within 60 days of start date.
• Professional Development Reimbursement
• Professional Development Reimbursement available for relevant learning and development expenses.
• “Spring Renewal” Sabbatical Program
• When you’re a Team Member at Spring Health and hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave.