Global Care Navigator - French Speaking (Remote)

Spring Health•New York, NY

6h•Remote

About The Position

Spring Health is on a mission to revolutionize mental healthcare by removing barriers to access. They utilize clinically validated Precision Mental Healthcare technology to provide tailored care, including therapy, coaching, and medication. The company partners with over 450 companies, including Fortune 500 corporations like Microsoft, Target, and Delta Airlines, providing mental health services to 10 million people globally. Spring Health has demonstrated a net positive ROI for employers and has achieved a $3.3 billion valuation after its latest Series E Funding. The Global Care Navigator/Support Coordinator will assist members through their mental health care journey, ensuring satisfaction with the Spring Health experience. This role requires a deep understanding of patient and clinician workflows, responsiveness, resourcefulness, empathy, professionalism, and creative problem-solving skills. The position reports to the Manager of the Global Team in Clinical Operations and requires a Master's degree in a behavioral health field with licensure/certification, and full bilingual fluency in English and French.

Requirements

Counselor, Psychotherapist, or Social Worker with a masters degree and appropriate credentials in your US state or country of residence.
Minimum of 2+ years of direct clinical care experience post licensure.
Excellent written and verbal English and French 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 presence
KPIs will include: metrics on connection to care, productivity, and member satisfaction

Nice To Haves

Additional language(s) fluency such as spoken and written French Canadian, Spanish etc.

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 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 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.

Benefits

Health, Dental, Vision benefits start on your first day at Spring Health.
Individual One Medical account for you and your dependents, valued at $199/year per user.
HSA and FSA plans available
A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
Competitive paid time off policies including vacation, sick leave and company holidays.
Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
Spring Renewal: A four-week, fully paid, sabbatical leave to renew and recharge after four years of employment.
4-4.5 months of fully paid parental leave
Sponsored access to Bright Horizons® child care, back-up care, and elder care for team members and their families.
Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses
Salaries benchmarked using the Radford Global Compensation Database to ensure equal and competitive pay.
Employer sponsored 401(k) match of up to 2% after 90 days of employment
Flexible work arrangements: 66% of Spring Health team members work fully remote while 33% work in a hybrid model from our New York City offices
Focus Fridays: no meetings, no distractions, just time for you to get work done.
Focus Weeks: Quarterly weeks with canceled non-essential meetings to allow team members to focus on key work.
Up to $1,000 Professional Development Reimbursement per calendar year.
$200 per year donation matching to support your favorite causes