Global Care Navigator - Indonesia
Spring Health
Summary
This full-time, remote Global Care Navigator (IC3) reports to the Manager of the Global Team in Care Delivery Operations. The role supports members through their mental health care journey, connecting them to the right care while ensuring they have a high-quality Spring Health experience.
Job description
Schedule
Indonesia: Monday through Friday; 9:00 AM to 5:00 PM WIB
What You'll Do
- Support members by phone, chat, and email during assigned shifts, in the languages you're clinically fluent in.
- Manage end-to-end care coordination, including platform sign-up, technical troubleshooting, intake, scheduling and canceling appointments, and explaining available services.
- Conduct clinical needs assessments and refer members to the appropriate level and modality of care, including Spring Health counseling providers and other mental health services.
- Assess and manage member crises, including suicide risk, through in-the-moment support, triage, safety planning, and follow-up.
- Provide consultation, psycho-education, empathy, and motivational support on mental health, substance use, and family or relationship concerns.
- Identify and resolve barriers to care and technical issues raised by members and providers, coordinating with internal teams to keep the member experience smooth.
- Research and maintain crisis resources for members across countries, and complete management consultation intake for global members and customers.
- Document all member interactions accurately in English in Spring Health's systems.
- Learn current and new workflows and policies through training, and take part in staff meetings and case consultations.
- Contribute to special internal and customer-facing initiatives as assigned, following Spring Health policies and maintaining confidentiality, compliance, and ethical standards.
What Success Looks Like
- QA: achieve or exceed the 94% QA target.
- CSAT: achieve or exceed the 4.65 CSAT target.
- Adherence: at or above 85%.
AI Fluency Expectations (Capable)
- Uses AI to draft SOPs, member communications, case notes, escalation summaries, shift handoff reports, and internal process documentation as a routine part of daily work, not just when assigned.
- Uses AI to handle higher member or case volume without a proportional increase in handling time, actively designing their work to scale throughput.
- Completes required AI enablement training and uses the provided templates and frameworks.
- Reviews AI output before finalizing and can explain what the tool contributed and where human judgment was applied.
- Can point to specific operational workflows where AI has reduced manual steps, cut handling time, or improved consistency of member-facing output.
Requirements
- Clinically fluent in required languages
- Ability to use AI tools to support operational workflows and documentation
- Ability to manage member crises
- Ability to provide psycho-education
- Adherence to high-quality service standards
- Accurate documentation in English
Benefits
- Supplementary health insurance
- Dependent coverage
- Professional development reimbursement
- Sabbatical program
- No-cost therapy sessions
Company overview
Spring Health is a leading digital mental health platform that provides comprehensive mental healthcare solutions to employers and their employees. The company offers personalized mental healthcare through a technology-driven platform that connects individuals with appropriate care providers and treatment options. Spring Health's innovative approach combines data analytics, clinical expertise, and digital tools to deliver effective mental health support. The platform typically includes access to therapists, psychiatrists, coaches, and digital self-help resources, all tailored to individual needs through proprietary assessment tools. As a mental healthcare provider, Spring Health focuses on improving access to quality mental health services while reducing stigma and barriers to care. The company serves organizations looking to enhance employee wellbeing and productivity through comprehensive mental health benefits. Their solutions are designed to address various mental health conditions including anxiety, depression, stress, and other psychological concerns through evidence-based interventions and personalized care pathways.