Global Care Navigator

This is a fully remote position, open to applicants in New Zealand.

📋 Description

• Assist members throughout their mental health care journey and facilitate connections to care.

• Remain accessible for incoming interactions via phone, chat, and email in fluent languages.

• Oversee care coordination tasks, including platform registration, technical troubleshooting, intake information, appointment scheduling and cancellations, and service explanations.

• Conduct clinical needs assessments and formulate action plans with suitable care referrals.

• Evaluate and manage member crises, including suicide risk, through immediate support, triage, safety planning, and follow-up.

• Offer consultation, psycho-education, empathy, and motivational support for mental health, substance use, and family or relationship issues.

• Carry out management consultation intake for international members and customers.

• Identify and address barriers or disruptions to care and technical issues reported by members and providers.

• Research and document crisis resources available for members in various countries.

• Acquire knowledge of current and new workflows and policies through online and live training sessions.

• Document patient interactions in English within online systems.

• Collaborate with internal teams to identify, report, and resolve issues.

• Engage in staff meetings, case consultations, training sessions, and special internal projects.

• Adhere to confidentiality, compliance, ethical guidelines, and Spring Health policies.

• Monitor performance through connectivity to care, productivity, and member satisfaction KPIs.

⛳️ Requirements

• Registered Psychologist, Registered Psychotherapist, or Registered Social Worker with a master's degree and relevant credentials in New Zealand.

• Current registration with the appropriate New Zealand authority and a valid practicing certificate to operate independently within scope.

• At least 2+ years of direct clinical care experience following licensure.

• Exceptional written and verbal English communication skills.

• Comfortable engaging with members globally.

• Proficient in using multiple computer platforms simultaneously and adaptable to learning new systems.

• Willingness to work at least 3 holidays per year.

• Availability from Monday to Friday, 9:30 AM to 6:00 PM NZDT.

• Ability to deliver high-touch customer service in a dynamic, fast-paced, and evolving environment.

• Additional fluency in Spanish and Canadian French is advantageous.

🏝️ Benefits

• Comprehensive health insurance coverage, including premium packages and dependent coverage.

• 20 complimentary therapy sessions for the employee and dependents through Spring Internal within the first 60 days of employment.

• Professional Development Reimbursement for relevant educational expenses.

• Four-week fully paid sabbatical following the four-year Springaversary.

• Flexible work arrangements (remote).

• Equal opportunity workplace with reasonable accommodations for qualified individuals with disabilities and disabled veterans.