Lead, Care Navigator

We are looking for an experienced, highly effective Lead Clinical Care Navigator whose primary role is ensuring the quality and consistency of day to day operations of the Care Navigation department. The Clinical Lead must be highly responsive, collaborative, and able to manage both clinical and operational responsibilities. The role requires flexibility and a solution focused approach, keeping in mind the Spring Health values of “members come first” and “take ownership.” As the Lead, clinical judgment and outstanding customer service skills are key to eliminating barriers for the member. Clinical reasoning and clinical decision making are important as you triage tasks, engage with members, and when you provide consultation to CNs. The ideal candidate has strong clinical skills, is a self starter and is able to quickly adapt to needs in a high growth, fast-paced work environment. 

Flexibility required for occasional shift adjustments and availability needed to work some holidays. Shift option for this opportunity is:

Tuesday - Saturday, 10 am - 6pm CST

What you will be doing:

• Serves as an advanced clinical resource in conjunction with the management team: monitors slack care operations channels to assist clinical, care support, and provider operations teams with issues that affect member experience. Provides clinical consultation to support staff via the care navigation channel as needed.
• Reassign CN scheduled calls in the absence of the assigned CN. 
• Identify available CN to assist with outreach/follow up crisis requests. Model ideal CN response to crisis in the absence of available CN. 
• Monitoring TalkDesk live view to ensure CN coverage and availability on the crisis/on-demand line . 
• Training and mentoring of new hires and for existing team members as assigned.
• Monitors zendesk volume, assigns cases, and assists with caseload balancing.
• Present with thorough knowledge and understanding of SI Immediate and Non-Immediate and assign as needed. 
• Uses advanced clinical knowledge when problem-solving and assists with high touch and escalated cases, as well as crisis situations, concerns, or issues. 
• Monitors the WPO UCMS and triages ticket assignment to an available CN 
• Provides feedback to managers about individual and team training and coaching opportunities with staff
• Provides clinical feedback and advice on team/product/technology/service improvements and assists with implementations.
• Participates in special projects, workgroups, and other duties as assigned
• Maintains a reduced clinical caseload of Care Navigation calls and activities.

What we expect from you: 

• LCSW, LMFT, LPC, or licensed psychologist.
• Minimum of 3+ years of direct clinical care experience.
• Expertise in crisis assessment and safety planning
• Knowledge of crisis support, CBT, motivational Interviewing, mindfulness, and solution-focused clinical interventions.
• Excellent listening, written and verbal communication skills.
• Acknowledge and embrace diversity and inclusion.
• Motivated to go above and beyond for members to provide a high-touch experience.
• Tech-savvy: must be comfortable using various computer platforms and learning new systems, and efficient in tech-related tasks.
• Strong understanding of the Care Navigation process and demonstrated leadership capabilities
• Proven ability to manage multiple projects simultaneously in a fast-paced environment
• You are a self starter who thrives when given autonomy, with proven ability and desire to build effective cross functional relationships

The target base salary range for this position is $75,000-$95,000, 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.

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. All benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans are also available.
• Employer sponsored 401(k) match of up to 2%
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• Generous paid time off, 10 sick days, 12 paid holidays throughout the year, and a 1 month sabbatical leave granted at your 4 year anniversary
• We offer parental leave up to 18 weeks, depending on your eligibility including tenure and medical situation.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.