Global Care Navigator & Support Manager
Posted on 3/17/2023
Spring Health

501-1,000 employees

Personalized mental healthcare
Company Overview
Spring Health's mission is to eliminate barriers to mental health.
Experience Level
  • Counselor, Psychotherapist, or Social Worker with a masters degree and appropriate credentials for your country of residence with the EMEA
  • Proficiency in English and at least one of the following languages; Korean or Tagalog
  • 4+ years of mental health/substance use disorder experience
  • Previous leadership experience
  • Collaborative and solution-focused
  • Excellent organizational and communication skills
  • Comfortable with navigating in ambiguity as we build our global operations
  • Tech-savvy: very comfortable adopting new technologies and computer platforms and efficient in tech-related tasks
  • Highly process-oriented and expert working knowledge of Zendesk or other ticketing systems preferred
  • 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
  • Interview, hire, onboard, and manage a team of clinical global care navigators & support coordinators
  • Oversee training and ongoing development of team members
  • Hold one on one meetings with direct reports, case consultations, and team meetings
  • Audit cases to ensure the team is making sound clinical decisions, following processes and policies, and completing quality documentation
  • Apply clinical experience and internal policy to ensure best practices for providing in-the-moment support and crisis intervention for members
  • Provide constructive feedback and complete performance reviews
  • Monitor workloads and productivity in order to meet expected metrics and goals
  • Develop and implement new processes, documentation, and workflows as necessary
  • Review and assist with cases involving members with escalated issues or concerns, and follow up to ensure problem resolution
  • Collaborate with other managers and directors to provide clinical support and to develop and improve upon services and programs
  • Participate in customer meetings, special projects, and provide clinical support to sales, marketing, customer success, and other departments as needed
  • Assist team working on multiple platforms and systems with technical and workflow questions
  • Follow Spring Health policies and maintain all confidentiality, compliance, and ethical standards