Lead Clinical Care Navigator, Global

Our mission is eliminating every barrier to mental health. Spring Health is a global mental health company 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 delivers 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.

About the role

We're looking for independently licensed mental health professionals (LCSW, LMFT, LPC, LICSW required) to join the Global Clinical Operations team, 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 essential. This role reports to the Manager of Global Clinical Operations.

Responsibilities

• 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
• Provides 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 situations as needed
• Coordinates training and mentoring of new hires and 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 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
• Facilitates team meetings, as needed
• Assists with system issues/outages
• Participates in special projects, workgroups, or other assignments
• Covers some holidays and on-call leader rotation
• Follows Spring Health policies and maintains all confidentiality, compliance, and ethical standards

Qualifications

• 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, including after-hours processes, and resourceful in seeking information from various sources
• Tech-savvy: comfortable adopting new technologies and platforms, efficient in tech-related tasks
• Able to multi-task and context switch

What success looks like

• Meeting quality targets
• Members satisfied with services provided by meeting customer satisfaction score targets
• Connecting members to appropriate care by meeting connection-to-care targets
• Successfully supporting leadership in mentorship and consultation of frontline staff

Work environment

• You will be held accountable to an exceptionally high bar and impact
• Fast-paced environment with rapid growth, decision-making, and time to impact
• Empowered to set boundaries, with occasional need to adapt them for critical company moments
• Create processes and products that have never existed before
• Direct conversations and continuous feedback to push personal and professional growth
• Constant change in role, team, responsibilities, and success metrics as the company grows
• Surrounded by bright minds in the field
• Accelerated learning and growth
• Transparency, integrity, and humility from leadership
• Empowered to challenge the status quo
• Space to experiment and innovate
• Transformational impact for the company, mental health, and real human lives, with visible results
• Opportunity to become more resourceful and resilient
• Part of a winning team that opens doors for future opportunities

Pay

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 based on experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually to ensure competitive and fair pay.

Benefits

Your Total Health

• Health, dental, and vision benefits starting on your first day
• Individual One Medical account valued at $199/year per user for you and dependents
• HSA and FSA plans available
• Yearly allotment of no-cost visits to Spring Health’s network of therapists, coaches, and medication management providers for you and dependents
• 10 allocated sick days per year
• Flexible paid time off in addition to 12 paid holidays
• Access to Gympass for wellbeing coaching and budget management
• Sabbatical leave: Four weeks fully paid after four years of employment

You And Your Family

• 4–4.5 months of fully paid parental leave
• Sponsored access to Bright Horizons® child care, back-up care, and elder care for you and your family
• Fertility care support through Carrot, including $4,000 reimbursement for related expenses

Supporting You Financially

• Benchmark salaries using the Radford Global Compensation Database for technology and life sciences industries
• Incentive pay (role-based) and equity vesting after one year
• Employer-sponsored 401(k) match of up to 2% after 90 days

Creating a Culture You Can Thrive In

• Flexible work arrangements: 66% fully remote, 33% hybrid in NYC offices
• Focus Fridays: No meetings, dedicated work time
• Focus Weeks: Quarterly weeks with minimized distractions for deep work
• Up to $1,000 professional development reimbursement per year
• $200 per year donation matching to support favorite causes