Global Care Navigator (Canada)

Spring Health

Location: CA
Work arrangement: Remote
Job type: Full-time
Pay: CA$72,800 – CA$83,720 / year
Posted Oct 17

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Key skills in this ad

Skills and tools

Mental health
AI
Social work
Psychology
Customer service
CAD
Learning and development

Experience

2+ years

About this role

OUR MISSION: ELIMINATING EVERY BARRIER TO MENTAL HEALTH.

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.

Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.

As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.

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. Language fluency in Spanish and Canadian French 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. Flexibility required to work on at least 3 holidays per year. The required shift for this position is Sunday to Thursday; 4:30 PM to 1:00 AM ET (Toronto/New York time).

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 management consultation intake 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:

Psychologist, Registered Social Worker, Psychotherapist with a masters degree and appropriate credentials in Canada.

Minimum of 2+ years of direct clinical care experience post licensure.

Excellent written/verbal English 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 with constant change as we build out our global presence

KPIs will include: metrics on connection to care, productivity, and member satisfaction.

The target base salary range for this position is CAD 72,800–83,720, and is part of a competitive total rewards package. 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:

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

Not sure if you meet every requirement? Research shows https://pubsonline.informs.org/doi/10.1287/mnsc.2023.4907 that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive https://www.springhealth.com/careers. If this role excites you, we encourage you to apply.

Our privacy policy: https://springhealth.com/privacy-policy/

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.

Pay

CA$72,800 – CA$83,720 / year

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