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About the Role

Spring Health is a global mental health company dedicated to removing barriers to mental healthcare. We are seeking a Care Navigator/Support Coordinator to assist members through their mental health journey and ensure a positive experience with Spring Health. This role requires a deep understanding of patient and clinician workflows, responsiveness, resourcefulness, empathy, and professionalism.

Responsibilities

Utilize active listening and written communication skills to interact with and support patients by maintaining availability during shifts for incoming phone, chat, and emails in the language(s) in which you are fluent.
Manage all care coordination needs, including but not limited to: assisting with platform sign up, troubleshooting tech issues, gathering intake information, scheduling and canceling appointments, and explaining the services available.
Conduct a clinical needs assessment to develop a plan of action for each member and refer to an appropriate level and modality of care (Spring Health counseling provider or other mental health services.)
Assess and synthesize information using good clinical judgment to manage member crises such as suicide risk by providing in-the-moment support, triage, safety planning, and follow up.
Provide consultation, psycho-education, empathy and motivational assistance as needed to address mental health, substance use, and family/relationship concerns.
Engage in management consultation intake for global members and customers
Identify and problem-solve issues that serve as a barrier or disruption to care, technical issues, and more submitted by members and providers.
Research and document crisis resources for members in different countries
Review and learn from current and new workflows, via a combination of online and live training, and policies, which will be written and spoken in English.
Summarize all patient interactions, writing in English within Spring Health’s online documentation systems.
Coordinate with other internal teams in identifying, reporting, and resolving issues as needed, to ensure a smooth member experience.
Participate in staff meetings, case consultations, training, and special internal projects such as customer-facing initiatives as assigned and available.
Follow Spring Health policies and maintain all confidentiality, compliance, and ethical standards.

Requirements

Counselor, Psychotherapist, or Social Worker with a masters degree and appropriate credentials in your US state.
Minimum of 2+ years of direct clinical care experience post licensure.
Excellent written/verbal English and comfortable interacting with members worldwide.
Must be comfortable using multiple computer platforms at the same time and learning new systems
Motivated to go above and beyond for members to provide a high-touch experience and outstanding customer service.
Ability to thrive in a fast-paced and ambiguous environment with constant change as we build out our global presence
KPIs will include: metrics on connection to care, productivity, and member satisfaction.

Skills

AI tools
Human judgment
AI fluency
Active listening
Written communication
Troubleshooting
Clinical needs assessment
Clinical judgment
Crisis management
Psycho-education
Empathy
Motivational assistance
Problem-solving
Documentation

Location

Global

Work Type

Remote
Hybrid

Experience Level

2+ years of direct clinical care experience post licensure

Education Level

Masters degree in a behavioral health field
Licensure or certification as a counselor, social worker, or psychotherapist, psychologist

Salary/Compensations

$38.46 - $44.23

Benefits

Health, Dental, Vision benefits start on your first day
Individual One Medical account
HSA and FSA plans available
Yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
Competitive paid time off policies including vacation, sick leave and company holidays.
Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
Four week, fully paid, sabbatical leave upon four-year Springaversary
4-4.5 months of fully paid parental leave
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
Employer sponsored 401(k) match of up to 2% after 90 days of employment
Up to $1,000 Professional Development Reimbursement per calendar year.
$200 per year donation matching to support your favorite causes

About the Company

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health.
We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.
Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care.
With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.
As an AI-native company, we believe technology should expand the reach, quality, and humanity of care.
Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.
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.

Equal Opportunity

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.