Global Care Navigator

This is a fully remote position, open to applicants in United States.

📋 Description

• Employ active listening and written communication abilities to engage with and assist patients by ensuring availability during shifts for incoming phone calls, chats, and emails in the languages you are fluent in.

• Oversee all care coordination requirements, which include but are not limited to: aiding with platform registration, resolving technical issues, collecting intake information, scheduling and canceling appointments, and elaborating on the services offered.

• Perform a clinical needs assessment to formulate a plan of action for each member and refer them to the appropriate level and type of care (Spring Health counseling provider or other mental health services).

• Evaluate and integrate information using sound clinical judgment to manage member crises such as suicide risk by providing immediate support, triage, safety planning, and follow-up care.

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

• Participate in CIR intake and/or coaching services for global members and clients.

• Identify and resolve issues that act as barriers or disruptions to care, including technical problems and more reported by members and providers.

• Investigate and document crisis resources for members situated in various countries.

• Review and become familiar with current and new workflows through a mix of online and live training, as well as policies that will be presented in English, both written and spoken.

• Summarize all patient interactions, ensuring documentation is completed in English within Spring Health’s online systems.

• Collaborate with other internal teams to identify, report, and resolve issues as necessary, ensuring a seamless member experience.

• Engage in staff meetings, case consultations, training sessions, and special internal projects, including customer-facing initiatives as assigned and available.

• Adhere to Spring Health policies while maintaining confidentiality, compliance, and ethical standards.

⛳️ Requirements

• Counselor, Psychotherapist, or Social Worker holding a master's degree and appropriate credentials in your US state or country of residence.

• A minimum of 2+ years of direct clinical care experience following licensure.

• Exceptional written and verbal communication skills in English and French, along with comfort in interacting with members globally.

• Must be adept at using multiple computer platforms simultaneously and be willing to learn new systems.

• Driven to exceed expectations for members by delivering a high-touch experience and exceptional customer service.

• Ability to excel in a fast-paced and uncertain environment as we expand our global presence.

• Key performance indicators (KPIs) will include metrics on connection to care, productivity, and member satisfaction.

🏝️ Benefits

• Supplementary health insurance coverage includes premium packages available per provider, along with dependent coverage if necessary.

• Access to Spring Internal - 20 complimentary therapy sessions for you and your dependents via Spring Internal within 60 days of your start date.

• Professional Development Reimbursement - Funding available for relevant learning and development expenses.

• “Spring Renewal” Sabbatical Program - After completing four years with Spring Health, you will be eligible for a fully paid four-week sabbatical leave.