Lead Clinical Care Navigator, After Hours

The Lead Clinical Care Navigator for the After Hours Care Navigation team 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. The Lead Clinical Care Navigator will report to the After Hours Clinical Manager of Care Navigation.

The schedule for this role is Sunday - Thursday, with the hours of 3:30pm-11:30 pm CST Monday-Thursday and 2pm-10 pm CST on Sunday. Flexibility required for occasional shift adjustments and availability needed to work holidays.

What you’ll be doing:

• Maintains Care Navigation calls and activities (50%)
• Serves as a resource: monitors slack care operations channels to assist clinical, care support and provider ops teams
• Assists with outreach or follow up for crisis situations as needed
• Coordinates training and mentoring of new hires and for existing team members as assigned
• Monitors multiple Zendesk views and assigns tickets and follow ups appropriately
• Schedule Zendesk block times as needed and assists with caseload balancing
• Monitors Talkdesk to ensure phone queue availability
• Provides constructive feedback to team members and to the clinical leadership team
• Problem-solves and assists with high touch and escalated/sensitive calls, as well as crisis situations, concerns, or issues. 
• Provides feedback and advice on team/product/technology/service improvements and assists with implementations
• Complete monthly quality AH CN audits
• Facilitate Clinical Development Hour presentations and team meetings, as needed
• Assist with system issues/outages
• Primary point of contact for AH team in absence of AH manager
• Participates in special projects, workgroups, or other assignments

What success looks like in this role

• Meeting quality score target
• The members you serve being delighted with services provided by meeting customer satisfaction score target
• Connecting members to appropriate care by meeting connection to care target

What we expect from you:

• LCSW, LPC, LMFT, or equivalent independent licensure
• 3+ years of mental health/substance use disorder experience
• Crisis line experience required
• After hours experience preferred
• Leadership experience preferred
• Collaborative and solution-focused 
• Excellent multi-tasking and communication skills
• Willing to serve as a subject matter expert, especially in Afterhours specific processes and resourceful in seeking information from various sources.
• Tech-savvy: very comfortable adopting new technologies and platforms and efficient in tech-related tasks.

Benefits provided by Spring Health:

Your Total Health:

• 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 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
• 10 allocated sick days per year
• Flexible paid time off in addition to 12 paid holidays throughout the year
• Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
• Spring Renewal: When you hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave to renew and recharge. 

You And Your family:

• 4-4.5 months of fully paid parental leave
• Spring Health provides team members and their families with sponsored access to Bright Horizons® child care, back-up care, and elder care.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses

Supporting you financially through:

• Our People team benchmarks all salaries using the Radford Global Compensation Database for technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively.
• On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the company!
• Employer sponsored 401(k) match of up to 2% after 90 days of employment

Creating a culture you can thrive in:

• 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: In Spring 2023, we held our first ever Focus Week, we canceled all non-essential meetings, minimized distractions, and you, our team members, to dive into the key work that gets chopped up or deprioritized during the regular day-to-day. We saw a 36% jump in the average energized score after those five days of flow state work and are finalizing a plan for quarterly Focus Weeks for team members.
• Up to $1,000 Professional Development Reimbursement per calendar year.
• $200 per year donation matching to support your favorite causes

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Last updated on Aug 22, 2024