Global Care Navigator (U.S. Based)

Spring Health•New York, NY

16h

About The Position

Spring Health is seeking a U.S.-based Global Care Navigator to support members throughout their mental health care journeys and connect them with appropriate care. The role requires a strong understanding of patient and clinician workflows, responsiveness, resourcefulness, empathy, professionalism, creative problem-solving, and a commitment to a high-quality member experience. The position reports to the Manager of the Global Team in Clinical Operations. The navigator supports members via phone, chat, and email during assigned shifts; coordinates care and appointments; conducts clinical needs assessments and referrals; and provides in-the-moment crisis support, triage, safety planning, and follow-up. The role also includes consultation and psychoeducation, resolving barriers to care, researching crisis resources across countries, documenting interactions in English, and collaborating with internal teams. The schedule is Sunday through Thursday, 4:30 PM to 1:00 AM ET, with flexibility to work at least three holidays per year. The target base pay range is $38.46–$44.23. Individual compensation may vary based on experience, location, internal pay equity, and other business considerations. Spring Health describes its work environment as fast-paced, high-accountability, and subject to ongoing change. It offers flexible work arrangements, with team members working remotely or in a hybrid model from its New York City offices.

Requirements

Master's degree in a behavioral health field and appropriate credentials as a counselor, psychotherapist, or social worker in the applicant's U.S. state.
At least two years of direct clinical care experience after licensure.
Excellent written and verbal English communication skills and comfort interacting with members worldwide.
Comfort using multiple computer platforms at the same time and learning new systems.
Motivation to provide members with high-touch support and outstanding customer service.
Ability to thrive in a fast-paced, ambiguous environment with ongoing change.
Flexibility to work at least three holidays per year.
Availability for the Sunday-to-Thursday, 4:30 PM to 1:00 AM ET shift.

Nice To Haves

Fluency in Spanish and Canadian French.

Responsibilities

Support members through phone, chat, and email, maintaining availability during assigned shifts and communicating in languages in which the navigator is fluent.
Coordinate care needs, including platform sign-up, technical troubleshooting, intake information, appointment scheduling and cancellation, and explaining available services.
Conduct clinical needs assessments, develop an action plan for each member, and refer members to an appropriate level and modality of care.
Use clinical judgment to assess and manage crises, including suicide risk, through immediate support, triage, safety planning, and follow-up.
Provide consultation, psychoeducation, empathy, and motivational support for mental health, substance use, and family or relationship concerns.
Conduct management consultation intake for global members and customers.
Identify and resolve barriers or disruptions to care and technical issues submitted by members and providers.
Research and document crisis resources for members in different countries.
Learn and follow current and new workflows, policies, and training materials.
Summarize member interactions in English in Spring Health's online documentation systems.
Coordinate with internal teams to identify, report, and resolve issues and ensure a smooth member experience.
Participate in staff meetings, case consultations, training, and assigned special projects.
Follow company policies and maintain confidentiality, compliance, and ethical standards.

Benefits

Health, dental, and vision benefits beginning on the first day of employment.
Individual One Medical accounts for employees and dependents.
HSA and FSA plans.
A yearly allotment of no-cost visits to Spring Health network therapists, coaches, and medication management providers for employees and dependents.
Paid time off, including vacation, sick leave, and company holidays.
Access to Gympass, including wellbeing coaching and budget management.
A four-week fully paid sabbatical after four years of employment.
Four to four-and-a-half months of fully paid parental leave.
Sponsored access to Bright Horizons child care, backup care, and elder care.
Fertility care support through Carrot and up to $4,000 reimbursement for related fertility expenses.
Employer-sponsored 401(k) match of up to 2% after 90 days of employment.
Flexible work arrangements.
Focus Fridays with no meetings.
Up to $1,000 in professional development reimbursement per calendar year.
$200 per year in donation matching.