Global Care Navigator - Italy

We are looking for a Care Navigator/Support Coordinator to join our team! Masters degree in a behavioral health field and licensure or certification as a counselor, social worker, or psychotherapist, psychologist required. Fully bilingual (written and spoken) in both English and Italian. Additional language(s) fluency such as spoken and written Portuguese, Spanish etc. is a plus!

This Global Care Navigator will assist our members through their mental health care journey and connection to care, while ensuring our members are incredibly satisfied with the Spring Health experience. The Global Care Navigator exhibits a deep understanding of all patient and clinician workflows and is highly responsive, resourceful, empathic, and professional. They have creative problem-solving skills and a passion for delivering a high-quality experience. This role will report to the Manager of the Global Team in Clinical Operations.

The working hours for this role will be: Monday-Friday; 3pm - 11pm CEST

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 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.

What we expect from you:

• 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 Italian 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

The target base range for this position is €44,888 – €56,858 and is part of a competitive total rewards package including 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.

Spring Health partners with Deel to offer benefits for full-time employees outside of the US.

• Supplementary health insurance coverage. Coverage includes top level packages available per provider, as well as dependent coverage, if required. The exact benefit plan details will vary based on your country’s requirements.
• Spring Health Perks:
  • Flexible PTO - Our Flexible PTO program enables team members to take PTO throughout the year without a prescribed limit, as long as you are effectively fulfilling your job responsibilities and meeting performance expectations. We expect Spring Health team members will take at least 10 days (a total of two weeks) off every year.
  • Access to Spring Internal - 20 no-cost therapy sessions for you and your dependents via Spring Internal within 60 days of start date.
  • Professional Development Reimbursement - Professional Development Reimbursement available for relevant learning and development expenses.
  • “Spring Renewal” Sabbatical Program - When you’re a Team Member at Spring Health and hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave.

Hypergrowth meets impact

What to expect working here:

• You will be held accountable to an exceptionally high bar and impact
• This may be the fastest work environment you will ever experience in terms of growth, decision-making, and time to impact
• You will be empowered to set your own boundaries and asked to adapt them in critical moments when the company needs you
• You will create processes & products that have never existed before
• You will have very direct conversations and receive continuous feedback to push you to become the most thriving team member and performer you can be
• Change is a constant here: your role, team, responsibilities, and success metrics will shift as the company grows

And…

• You get to be surrounded by some of the brightest minds in the field
• You get to learn and grow at an extremely accelerated pace
• You will experience transparency, integrity, & humility from leadership
• You will be empowered to constantly challenge the status quo
• You get the space to experiment & innovate
• You get to make a transformational impact for the company, mental health, and for real human lives — and you will see that impact quickly
• You will become more resourceful and resilient
• You get to be part of a winning team that opens doors in the future