Lead Clinical Care Navigator, Global

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.

We're currently looking for independently licensed mental health professionals to join the Global Clinical Operations team (LCSW,LMFT, LPC, LICSW required) supporting our team and members outside of the United States in the APAC and EU regions. Experience working on global teams is required. English is required. Additional language fluency is a plus.

This role requires flexibility for occasional shift changes and availability to work holidays. The ability to work independently and exercise strong critical thinking is also essential when leadership is not present. This role will report to the Manager of Global Clinical Operations.

What you’ll be doing:

• Maintains Clinical Care Navigator calls and activities (50%)
• Serves as a resource: monitors slack care operations channels to assist clinical, care support and provider ops teams
• Provide after hours support to members and leaders seeking services or connection to the Global team, Management Consultation team, and Spring Internal team
• Assists with outreach or follow up for escalated and situations as needed
• Coordinates training and mentoring of new hires and for existing team members as assigned
• Monitors multiple system views and assigns outreaches and follow ups appropriately
• Assists with daily work balancing
• Monitors phone/chat queue availability
• Provides constructive feedback to team members and to the clinical leadership team
• Problem-solves and assists with high touch and escalated/sensitive calls, as well as crisis situations, concerns, or issues. 
• Provides feedback and advice on team/product/technology/service improvements and assists with implementations
• Facilitate team meetings, as needed
• Assist with system issues/outages
• Participates in special projects, workgroups, or other assignments
• Some holiday coverage and on-call leader rotation
• Follow Spring Health policies and maintain all confidentiality, compliance, and ethical standards.

• Meeting quality target
• The members you serve being satisfied with services provided by meeting customer satisfaction score target
• Connecting members to appropriate care by meeting connection to care target
• Successfully supporting leadership in mentorship and consultation of frontline staff

What we expect from you:

• LCSW, LPC, LMFT, or equivalent independent licensure
• 3+ years of mental health/substance use disorder experience
• Crisis line experience required
• Leadership experience preferred
• Collaborative and solution-focused 
• A proactive mindset and willingness to take initiative.
• Excellent multi-tasking and communication skills
• Fully engaged and free from interruptions for the duration of shift
• Willing to serve as a subject matter expert, which includes Afterhours specific processes and resourceful in seeking information from various sources.
• Tech-savvy: very comfortable adopting new technologies and platforms and efficient in tech-related tasks.
• Able to multi-task and context switch

The target salary range for this position is $80,000-$92,000 and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.

• 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

• 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