Global Care Navigator - Italian Speaking (Remote)

New York, New York, United States Our mission: to eliminate every barrier to mental health. At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare , empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs. We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers. We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere. 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 fluency (e.g., Portuguese, Spanish) 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 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 To Friday, 9am to 5pm EST 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 cancelling 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 $33.33-$42.31 and is part of a competitive total rewards package including benefits. Individual pay may vary based on experience, location, internal pay equity, and other factors. We review all employee pay and compensation programs annually to ensure competitive and fair pay. Benefits provided by Spring Health: Health, Dental, Vision benefits start on your first day. 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. Competitive paid time off policies including vacation, sick leave and company holidays. 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. Equity and inclusion : Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on protected characteristics. We also provide reasonable accommodations for qualified individuals with disabilities. Not sure if you meet every requirement? We encourage you to apply. We are committed to fostering a workplace where everyone feels valued and supported to Thrive. Equal Employment Opportunity policy : Spring Health is an equal opportunity employer. We do not discriminate on the basis of protected groups. If you have a disability or special need that requires accommodation, please let us know. Please note: this job description is not an offer of employment and is subject to change. This posting reflects the responsibilities and qualifications for this role as of its date. #J-18808-Ljbffr