Care Navigator (Spanish Required)

Global Care Navigator

Schedule: 12pm to 8pm EST Monday-Friday

Our mission: to eliminate every barrier to mental health. 

Spring Health is a  mental health solution for employers and health plans. Unlike any other solution, we use clinically validated technology called Precision Mental Healthcare to pinpoint and deliver exactly what will work for each person  — whether that’s meditation, coaching, therapy, medication, and beyond. 

Today, Spring Health equips over 800 companies, from start-ups to multinational Fortune 500 corporations, as a leading and preferred mental health service. Companies like J.P. Morgan Chase & Co., Microsoft, J.B. Hunt, Bumble, and Instacart use the Spring Health platform to provide mental health services to thousands of their team members globally. We have raised over $370 million from prominent investors including Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership, our current valuation has reached $2.5 billion.

We are looking for a Care Navigator/Support Coordinator to join our team! Masters degree in a behavioral health field and licensure or certification as a counselor, social worker, or psychotherapist, psychologist required. Fully bilingual (written and spoken) in both English and Spanish. French Canadian or other language(s) fluency is a plus! 

This Global Care Navigator will assist our members through their mental health care journey and connection to care, while ensuring our members are incredibly satisfied with the Spring Health experience. The  Care Navigator/Support Coordinator exhibits a deep understanding of all patient and clinician workflows and is highly responsive, resourceful, empathic, and professional. They have creative problem-solving skills and a passion for delivering a high-quality experience. This role will report to the Manager of the Global Team in Clinical Operations. 

What you’ll be doing: 

• 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 CIR intake and/or coaching services 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.

What we expect from you: 

• Counselor, Psychotherapist, or Social Worker with a masters degree and appropriate credentials in your US state of Residence. 
• Minimum of 2+ years of direct clinical care experience post licensure. 
• Excellent written and verbal English and Spanish communication skills 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.

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Health we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this or other roles!

Ready to do the most impactful work of your life? Learn more about our values, how we work, and how hypergrowth meets impact at Spring Health:Our Values

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

Our privacy policy: https://springhealth.com/privacy-policy/

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, 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.