Global Care Navigator

Summary

Join Spring Health as a Care Navigation & Support Coordinator and play a vital role in assisting members through their mental health journey. You will utilize your clinical expertise to coordinate care, conduct needs assessments, manage crises, and provide support in Romanian and English. This position requires a master's degree in a behavioral health field and relevant licensure or certification, along with at least two years of direct clinical care experience. Excellent communication skills and the ability to thrive in a fast-paced environment are essential. The role offers a competitive salary and benefits package, and the opportunity to make a significant impact on people's lives.

Requirements

• 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 post licensure
• Excellent written and verbal English and Romanian communication skills and comfortable interacting with members worldwide
• Must be comfortable using multiple computer platforms at the same time 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 with constant change as we build out our global presence
• Ability to work the following schedule: Monday - Friday 6am-2pm EST (3am-11am PST, 2pm - 10pm EET)

Responsibilities

• Utilize active listening and written communication skills to interact with and support patients by maintaining availability during shifts for incoming phone, chat, and emails in Romanian and English (and in any other languages you may be fluent)
• Manage all care coordination needs, including but not limited to: assisting with platform sign up, troubleshooting tech issues, gathering intake information, scheduling and canceling appointments, and explaining the services available
• 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, empathy and motivational assistance as needed to address mental health, substance use, and family/relationship concerns
• Engage in CIR intake and/or coaching services for global members and customers
• 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 current and new workflows, via a combination of 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, training, 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

Preferred Qualifications

Additional language fluency is a plus!

Benefits

The target base salary range for this position is RON 145,755 - 184,623 (salary is subject to change based on country of hire), and is part of a competitive total rewards package