Lead Clinical Care Navigator, Global

We're 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. 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 also essential when leadership is not present. This role will report to the Manager of Global Clinical Operations.

This role supports one of the following shifts, depending on time zone:

• US Eastern Time (ET): Sunday–Thursday, 10:00 PM–6:00 AM ET or 11:00 PM–7:00 AM ET
• Central European Summer Time (CEST): Monday–Friday, 4:00 AM–12:00 PM CEST or 5:00 AM–1:00 PM CEST
• India Standard Time (IST): Monday–Friday, 7:30 AM–3:30 PM IST or 8:30 AM–4:30PM IST

What you’ll be doing:

• 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
• Provide 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 and 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
• Facilitate team meetings, as needed
• Assist with system issues/outages
• Participates in special projects, workgroups, or other assignments
• Some holiday coverage and on-call leader rotation
• Follow Spring Health policies and maintain all confidentiality, compliance, and ethical standards.

What success looks like in this role

• Meeting quality target
• The members you serve being satisfied with services provided by meeting customer satisfaction score target
• Connecting members to appropriate care by meeting connection to care target
• Successfully supporting leadership in mentorship and consultation of frontline staff

What we expect from you:

• 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 Afterhours 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

The target salary range for this position is $80,000-$92,000 and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.

Hypergrowth meets impact

What to expect working here:

• You will be held accountable to an exceptionally high bar and impact
• This may be the fastest work environment you will ever experience in terms of growth, decision-making, and time to impact
• You will be empowered to set your own boundaries and asked to adapt them in critical moments when the company needs you
• You will create processes & products that have never existed before
• You will have very direct conversations and receive continuous feedback to push you to become the most thriving team member and performer you can be
• Change is a constant here: your role, team, responsibilities, and success metrics will shift as the company grows

And…

• You get to be surrounded by some of the brightest minds in the field
• You get to learn and grow at an extremely accelerated pace
• You will experience transparency, integrity, & humility from leadership
• You will be empowered to constantly challenge the status quo
• You get the space to experiment & innovate
• You get to make a transformational impact for the company, mental health, and for real human lives — and you will see that impact quickly
• You will become more resourceful and resilient
• You get to be part of a winning team that opens doors in the future

Benefits provided by Spring Health:

Your Total Health:

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is 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: 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.

You And Your family:

• 4-4.5 months of fully paid parental leave
• Spring Health provides team members and their families with sponsored access to Bright Horizons® child care, back-up care, and elder care.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses

Supporting you financially through:

• Our People team benchmarks all salaries using the Radford Global Compensation Database for technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively.
• On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the company!
• Employer sponsored 401(k) match of up to 2% after 90 days of employment

Creating a culture you can thrive in:

• Flexible work arrangements: 66% of Spring Health team members work fully remote while 33% work in a hybrid model from our New York City offices
• Focus Fridays: no meetings, no distractions, just time for you to get work done.
• Focus Weeks: In Spring 2023, we held our first ever Focus Week, we canceled all non-essential meetings, minimized distractions, and you, our team members, to dive into the key work that gets chopped up or deprioritized during the regular day-to-day. We saw a 36% jump in the average energized score after those five days of flow state work and are finalizing a plan for quarterly Focus Weeks for team members.
• Up to $1,000 Professional Development Reimbursement per calendar year.
• $200 per year donation matching to support your favorite causes