Lead Clinical Care Navigator, Global

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

📋 Description

• Oversee Clinical Care Navigator interactions and responsibilities

• Supervise Slack care operations channels and support the clinical, care assistance, and provider operations teams

• Offer after-hours assistance to members and leaders needing services or connections to Global Clinical Operations, Management Consultation, and Spring Internal teams

• Aid in outreach and follow-up for escalated cases

• Organize training and mentorship for both new hires and current team members

• Monitor various system views and assign outreach and follow-up tasks accurately

• Assist with daily workload balancing

• Keep track of phone and chat queue availability

• Deliver constructive feedback to team members and clinical management

• Resolve issues and support high-touch, escalated, sensitive, and crisis calls or concerns

• Provide insights and recommendations regarding team, product, technology, and service enhancements and help with their implementation

• Lead team meetings when necessary

• Help resolve system issues and outages

• Engage in special projects, workgroups, and other responsibilities

• Offer holiday coverage and participate in the on-call leader rotation

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

• Achieve quality, customer satisfaction, and connection-to-care objectives

• Assist leadership in mentoring and advising frontline staff

• Report directly to the Manager of Global Clinical Operations

⛳️ Requirements

• Must possess an independently licensed mental health professional credential: LCSW, LPC, LMFT, LICSW, or equivalent independent licensure

• Experience in global teams is mandatory

• Proficiency in English is required; fluency in additional languages is advantageous

• Minimum of 3 years of experience in mental health or substance use disorders

• Experience on a crisis line is essential

• Leadership experience is preferred

• Ability to work autonomously and demonstrate strong critical thinking skills

• Flexibility for occasional shift changes and availability to work during holidays

• Must be collaborative and solution-oriented

• Proactive attitude with a willingness to take initiative

• Exceptional multitasking and communication abilities

• Fully engaged and free from distractions throughout the shift

• Willingness to act as a subject matter expert, including after-hours processes and researching information from diverse sources

• Comfort with adopting new technologies and platforms, and efficient in technology-related tasks

• Capable of multitasking and switching contexts effectively

🏝️ Benefits

• Health, Dental, and Vision benefits commence on your first day

• Individual One Medical account for you and your dependents, valued at $199/year per user

• Availability of HSA and FSA plans

• Yearly allocation of no-cost visits to Spring Health therapists, coaches, and medication management providers for you and your dependents

• 10 sick days allocated per year

• Flexible paid time off

• 12 paid holidays each year

• Gympass wellbeing benefit including wellbeing coaching and budget management

• Four-week fully paid sabbatical after four years of service

• 4–4.5 months of fully paid parental leave

• Sponsored Bright Horizons child care, backup care, and elder care

• Fertility care support provided through Carrot

• $4,000 reimbursement for fertility-related expenses

• Competitive salary benchmarked against industry standards

• Incentive pay based on role

• Equity options that begin vesting after the first year

• Employer-sponsored 401(k) match of up to 2% after 90 days of employment

• Flexible work arrangements available

• Focus Fridays

• Focus Weeks

• Up to $1,000 reimbursement for professional development per calendar year

• $200 annual donation matching