Global Care Navigator & Success Coordinator
Posted on 3/15/2023
Spring Health

501-1,000 employees

Personalized mental healthcare
Company Overview
Spring Health's mission is to eliminate barriers to mental health.
Experience Level
Desired Skills
Customer Service
Customer Success & Support
  • Utilize active listening and written communication skills to interact with and support patients by phone, chat, and email in the language(s) which you are fluent
  • 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, and motivational assistance as needed to address mental health, substance use, and family/relationship concerns
  • Manage all care coordination needs, including but not limited to: gathering intake information, scheduling and canceling appointments, and explaining the services available
  • 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 workflows, 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, trainings, 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
  • Counselor, Psychotherapist, or Social Worker with a masters degree and appropriate credentials for your country of residence
  • Minimum of 2+ years of direct clinical care experience
  • Multi-cultural awareness and bilingual (written and spoken) in English and Czech
  • Ability to work Monday-Friday schedule 9am-5pm schedule in assigned county
  • Excellent listening, written and verbal English and bilingual communication skills and comfortable interacting with members worldwide
  • Must be comfortable using multiple computer programs 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 as we build out our global presence
  • 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