Team Lead, Management Consultation

We're currently looking for independently licensed mental health professionals to join the Clinical Operations team (LCSW, LMFT, LPC, LICSW required).

The Team Lead, Clinical Operations must be highly responsive, collaborative, and able to manage both clinical and operational responsibilities. A flexible approach and strong work ethic will be necessary to meet business, member, and team needs. 

What you’ll be doing:

• Maintain a caseload generally representing 10–20% of working hours, with volume dynamically adjusted based on real-time influx, case complexity and volatility, leadership responsibilities, and overall team capacity.
• Own and meticulously maintain the tracking of team operations, complex workflows, and project timelines within Smartsheet.
• Develop, iterate and deliver ongoing, high-quality trainings about the Management referral process and workflows to support Customer leadership needs.
• Serve as a dedicated resource and subject matter expert for customer-specific operations, monitoring communication channels and supporting high-touch, escalated, and crisis situations with real-time problem solving and decision support.
• Maintain end-to-end oversight of team operations, including daily documentation, workflow spot checks, and coordination of complex issue resolution.
• In support of clinical managers, provide on-demand clinical and technical consultation for complex or escalated cases, supporting the team on clinical judgment, risk considerations, and appropriate next steps.
• Support or directly respond to customer escalations or internal stakeholder concerns as needed.
• In support of clinical managers' guidance, offer in-the-moment support to the team in clinical case consultation and shaping.
• Update workflows and SOPs by reviewing and developing documentation in response to program changes and team feedback.
• Support team development and onboarding through training, competency sign-offs, and holding open office hours.
• Coordinate daily operational flow by assigning cases based on volume, complexity, and risk; reviewing intakes for completeness and urgency; and ensuring timely outreach in alignment with SLAs.
• Create and maintain daily and weekly queue schedules, making real-time adjustments as needed. 
• Monitor and manage multiple system views including queue activity, case assignment, caseload balancing, CIR tracking, follow-up task assignment, and reporting to clinical leadership.
• Partner cross-functionally to troubleshoot operational and clinical issues, support quality or CME follow-ups, and drive continuous improvement.
• Provide feedback and advice on team/product/technology/service improvements and assist with implementations.
• Serve as a primary point of contact for the team in the absence of a manager and facilitate team meetings as needed.
• May be assigned additional projects specific to Customer, as needed.
• Follow all Spring Health policies, confidentiality, compliance, and ethical standards.

What we expect from you:

• Licensure: LCSW, LPC, LMFT, or equivalent independent clinical licensure required.
• Experience: 3+ years of Employee Assistance Program (EAP) experience, including a minimum of 1 year of management consultation experience.
• Specialized Knowledge: Strong understanding of Substance Use Disorders (SUD) and Levels of Care (LOC), as well as best practices for navigating substance use in the workplace.
• System Familiarity: Familiarity with Spring Health Clinical Operations Inbound systems, workflows, and processes.
• Tech-Savvy: Highly comfortable adopting new technologies; proficiency with Smartsheet and project tracking tools is highly preferred.
• Leadership & Collaboration: Previous leadership experience preferred; must be collaborative, solution-focused, and capable of multi-tasking in a fast-paced environment.
• Communication: Exceptional verbal and written professional communication skills.
• Resourcefulness: Willingness to serve as a subject matter expert and proactively seek out information from various sources to support the team.
• Preferred Qualifications: CEAP (Certified Employee Assistance Professional) and/or SAP (Substance Abuse Professional) qualification strongly preferred.

What success looks like in this role

• Effectively balances personal caseload and queue management to dynamically adapt to shifting case volumes and influxes.
• Ensures customer workflows are seamlessly adopted across the MC team through high-quality training and up-to-date Smartsheet tracking.
• Manages the queue to meet established SLAs, ensuring timely responses to new requests and prompt communication with leadership and colleagues.
• Consistently meets established quality review targets, in regards to individual score and team score.
• Achieves customer satisfaction score targets, reflecting customer satisfaction with services provided, in regards to individual score and team score.
• Ensures timely and accurate documentation and case management.

The target base salary range for this position is $90,000-$100,000, and is part of a competitive total rewards package including stock options and 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.

Ready to do the most impactful work of your life? Learn more about our values, how we work, and how hypergrowth meets impact at Spring Health: Our Values

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

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, and equity (based on role) 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 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