Global Clinical Care Navigator

Our Mission at Spring Health

At Spring Health, our mission is to eliminate every barrier to mental health. We are revolutionizing mental healthcare through our clinically validated Precision Mental Healthcare technology, which ensures individuals receive the right care at the right time—whether it's therapy, coaching, medication, or other services—tailored to their specific needs.

We proudly partner with over 450 companies, including Fortune 500 corporations like Microsoft, Target, and Delta Airlines, providing leading mental health services to 10 million people globally. Our innovative platform consistently generates a net positive ROI for employers, with external validation of net savings for our customers.

Backed by prominent investors such as Generation Investment, Kinnevik, and Tiger Global, our latest Series E Funding has elevated our valuation to $3.3 billion. We are just beginning our journey to make mental healthcare universally accessible, and we invite you to join us.

The Role: Global Clinical Care Navigator

We are seeking a Global Clinical Care Navigator to join our team in Singapore. This role is crucial in assisting our members throughout their mental health journey, ensuring seamless connection to care and an incredibly satisfying Spring Health experience. The Global Clinical Care Navigator will demonstrate a deep understanding of patient and clinician workflows, exhibiting responsiveness, resourcefulness, empathy, and professionalism. Creative problem-solving skills and a passion for delivering high-quality care are essential. This position reports to the Manager of the Global Team in Clinical Operations.

The schedule for this role is Monday to Friday, 9am to 5pm SGT.

What You'll Be Doing

• Utilize active listening and written communication skills to support patients via phone, chat, and email, maintaining availability in fluent language(s).
• Manage all care coordination needs, including platform sign-up, troubleshooting technical issues, gathering intake information, scheduling/canceling appointments, and explaining available services.
• Conduct clinical needs assessments to develop action plans for members and refer to appropriate care levels and modalities.
• Assess and synthesize information using clinical judgment to manage member crises, providing in-the-moment support, triage, safety planning, and follow-up.
• Provide consultation, psycho-education, empathy, and motivational assistance for mental health, substance use, and family/relationship concerns.
• Engage in CIR intake and/or coaching services for global members and customers.
• Identify and resolve barriers to care, technical issues, and other concerns reported by members and providers.
• Research and document crisis resources for members across various countries.
• Review and learn current and new workflows and policies through online and live training, predominantly in English.
• Summarize all patient interactions in English within Spring Health's online documentation systems.
• Coordinate with internal teams to identify, report, and resolve issues, ensuring a smooth member experience.
• Participate in staff meetings, case consultations, training, and special internal projects, such as customer-facing initiatives.
• Adhere to Spring Health policies and maintain all confidentiality, compliance, and ethical standards.

What We Expect From You

• Master's degree in a behavioral health field and licensure or certification as a counselor, social worker, psychotherapist, or psychologist in your US state or country of residence.
• Minimum of 2+ years of direct clinical care experience post licensure.
• Fully bilingual (written and spoken) in both English and Mandarin Chinese, with additional fluency in Cantonese, Malay, or Tamil being a plus.
• Comfortable using multiple computer platforms simultaneously and quickly learning new systems.
• Motivated to provide a high-touch experience and outstanding customer service, going above and beyond for members.
• Ability to thrive in a fast-paced, ambiguous environment with constant change as our global presence expands.
• Key Performance Indicators (KPIs) for this role will include metrics on connection to care, productivity, and member satisfaction.

Key Skills/Competency

• Clinical Care Coordination
• Mental Health Assessment
• Crisis Intervention
• Multilingual Communication (English, Mandarin)
• Patient Support
• Problem-Solving
• Clinical Documentation
• Telehealth Operations
• Compliance & Ethics
• Cross-functional Collaboration