Global Care Navigator (US/Argentina)

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 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.
• 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 management consultation intake 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.

What we expect from you

• Counselor, Psychotherapist, or Social Worker with a masters degree and appropriate credentials in your US state or Argentina.
• Minimum of 2+ years of direct clinical care experience post licensure.
• Excellent written/verbal English as well as Spanish 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.

KPIs will include: metrics on connection to care, productivity, and member satisfaction. The required shift for this position is Monday through Friday from 9:00AM to 5:30PM ET. Availability needed to work on some holidays.