Team Lead, Management Consultation

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

📋 Description

• Manage a caseload that typically constitutes 10–20% of work hours, adjusted according to demand, complexity, leadership duties, and team capacity.

• Monitor team operations, intricate workflows, and project timelines utilizing Smartsheet.

• Design and conduct training sessions on management referral processes and workflows.

• Act as a subject matter expert for operations tailored to specific customers.

• Supervise communication channels and assist in escalated and crisis scenarios with immediate problem-solving.

• Oversee daily documentation, conduct workflow evaluations, and resolve complex issues.

• Provide both clinical and technical consultation for complicated or escalated cases.

• Address customer escalations and concerns from internal stakeholders.

• Facilitate clinical case consultation and development.

• Revise workflows, standard operating procedures (SOPs), and documentation.

• Assist with onboarding by providing training, competency sign-offs, and office hours support.

• Coordinate daily operations including case assignments, intake reviews, and timely outreach in accordance with service level agreements (SLAs).

• Create and modify daily and weekly queue schedules.

• Track queue activity, manage case assignments, balance caseloads, monitor CIR tracking, follow-up tasks, and generate reports.

• Collaborate across functions to resolve issues, support quality or CME follow-ups, and promote continuous improvement.

• Provide recommendations on team, product, technology, and service enhancements and assist with their implementation.

• Serve as the primary contact for the team in the absence of a manager and facilitate team meetings.

• Complete additional customer-specific projects as required.

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

⛳️ Requirements

• Required: LCSW, LPC, LMFT, or equivalent independent clinical licensure.

• Minimum of 3 years of experience in Employee Assistance Programs (EAP).

• At least 1 year of experience in management consultation.

• Strong knowledge of Substance Use Disorders (SUD) and Levels of Care (LOC).

• Familiarity with effective practices for addressing substance use in workplace settings.

• Knowledge of Spring Health Clinical Operations inbound systems, workflows, and processes.

• Comfort with adopting new technologies.

• Proficiency in Smartsheet and project tracking tools is highly preferred.

• Previous experience in a leadership role is preferred.

• Ability to collaborate, focus on solutions, and multitask in a fast-paced environment.

• Outstanding verbal and written communication skills in a professional context.

• Willingness to act as a subject matter expert and actively pursue information.

• CEAP and/or SAP qualifications are strongly preferred.

🏝️ Benefits

• Health, dental, and vision coverage starting on the first day.

• Individual One Medical account for employees and their dependents, valued at $199/year per user.

• Health Savings Account (HSA) and Flexible Spending Account (FSA) options available.

• Annual allotment of no-cost Spring Health network visits for employees and their dependents.

• 10 sick days allocated per year.

• Flexible paid time off policy.

• 12 paid holidays per year.

• Access to Gympass wellbeing benefits.

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

• 4–4.5 months of fully paid parental leave.

• Sponsored Bright Horizons childcare, backup care, and elder care services.

• Fertility care support through Carrot.

• $4,000 reimbursement for related fertility expenses.

• Competitive salary benchmarked against industry standards.

• Equity offered based on role, beginning to vest after the first year.

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

• Flexible work arrangements available.

• Focus Weeks with canceled non-essential meetings to reduce distractions.

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

• $200 annual donation matching program.