Global Care Navigator

What you’ll be doing : 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 the language(s) in which you are 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 customersIdentify 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 countriesReview 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. What we expect from you:  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. Ability to work Monday to Friday schedule 10 am to 6 pm Romania time or 3 am to 11 am ESTExcellent 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 as we build out our global presenceKPIs will include: metrics on connection to care, productivity, and member satisfaction. The target base salary range for this position is 142,000 RON-$180,000 RON, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay. Hypergrowth meets impactWhat to expect working here: You will be held accountable to an exceptionally high bar and impactThis may be the fastest work environment you will ever experience in terms of growth, decision-making, and time to impactYou will be empowered to set your own boundaries and asked to adapt them in critical moments when the company needs youYou will create processes & products that have never existed beforeYou will have very direct conversations and receive continuous feedback to push you to become the most thriving team member and performer you can beChange is a constant here: your role, team, responsibilities, and success metrics will shift as the company grows And… You get to be surrounded by some of the brightest minds in the field You get to learn and grow at an extremely accelerated paceYou will experience transparency, integrity, & humility from leadership You will be empowered to constantly challenge the status quoYou get the space to experiment & innovateYou get to make a transformational impact for the company, mental health, and for real human lives — and you will see that impact quicklyYou will become more resourceful and resilientYou get to be part of a winning team that opens doors in the future Benefits provided by Spring Health:Your Total Health: Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual account which is valued at $199/year per user. HSA and FSA plans availableA yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents10 allocated sick days per yearFlexible paid time off in addition to 12 paid holidays throughout the yearAccess to, an on-demand virtual benefit that provides wellbeing coaching, and budget management.Spring Renewal: When you hit your four-year Springaversary, you’ll be awarded afourweek, fullypaid, sabbatical leave to renew and recharge.  You And Your family: 4-4.5 months of fully paid parental leaveSpring Health provides team members and their families with sponsored access to Bright Horizons® child care, back-up care, and elder care.Access to fertility care support through , in addition to $4,000 reimbursement for related fertility expenses Supporting you financially through: Our People team benchmarks all salaries using thefor technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively.On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the companyEmployer sponsored 401(k) match of up to 2% after 90 days of employment Creating a culture you can thrive in: Flexible work arrangements: 66% of Spring Health team members work fully remote while 33% work in a hybrid model from our New York City officesFocus Fridays: no meetings, no distractions, just time for you to get work done.Focus Weeks: In Spring 2023, we held our first ever Focus Week, we canceled all non-essential meetings, minimized distractions, and you, our team members, to dive into the key work that gets chopped up or deprioritized during the regular day-to-day. We saw a 36% jump in the average energized score after those five days of flow state work and are finalizing a plan for quarterly Focus Weeks for team members.Up to $1,000 Professional Development Reimbursement per calendar year.$200 per year donation matching to support your favorite causes