Lead Clinical Care Navigator

Our mission: to eliminate every barrier to mental health.

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, J.P. Morgan Chase, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, William K Warren Foundation, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

We are looking for an experienced, highly effective Lead Clinical Care Navigator whose primary role is ensuring the quality and consistency of day to day operations of the Care Navigation department. The Clinical Lead must be highly responsive, collaborative, and able to manage both clinical and operational responsibilities. The role requires flexibility and a solution focused approach, keeping in mind the Spring Health values of “members come first” and “take ownership.” As the Lead, clinical judgment and outstanding customer service skills are key to eliminating barriers for the member. Clinical reasoning and clinical decision making are important as you triage tasks, engage with members, and when you provide consultation to CNs. The ideal candidate has strong clinical skills, is a self starter and is able to quickly adapt to needs in a high growth, fast-paced work environment.

Flexibility required for occasional shift adjustments and availability needed to work occasional holidays. Shift options for this opportunity include: Monday - Friday, 12pm-8pm ET

What you will be doing:

• Serves as an advanced clinical resource in conjunction with the management team: monitors slack care operations channels to assist clinical, care support, and provider operations teams with issues that affect member experience. Provides clinical consultation to support staff via the care navigation channel as needed.
• Reassign CN scheduled calls in the absence of the assigned CN. 
• Identify available CN to assist with outreach/follow up crisis requests. Model ideal CN response to crisis in the absence of available CN. 
• Monitoring TalkDesk live view to ensure CN coverage and availability on the crisis/on-demand line . 
• Training and mentoring of new hires and for existing team members as assigned.
• Monitors zendesk volume, assigns cases, and assists with caseload balancing.
• Present with thorough knowledge and understanding of SI Immediate and Non-Immediate and assign as needed. 
• Uses advanced clinical knowledge when problem-solving and assists with high touch and escalated cases, as well as crisis situations, concerns, or issues. 
• Monitors the WPO UCMS and triages ticket assignment to an available CN 
• Provides feedback to managers about individual and team training and coaching opportunities with staff
• Provides clinical feedback and advice on team/product/technology/service improvements and assists with implementations.
• Participates in special projects, workgroups, and other duties as assigned
• Maintains a reduced clinical caseload of Care Navigation calls and activities.

What we expect from you: 

• LCSW, LMFT, LPC, or licensed psychologist.
• Minimum of 3+ years of direct clinical care experience.
• Expertise in crisis assessment and safety planning
• Knowledge of crisis support, CBT, motivational Interviewing, mindfulness, and solution-focused clinical interventions.
• Excellent l