- 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