Job Description
Role Description
The
Team Lead, Clinical Operations (Management Consultation)
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 team queue/caseload up to approximately 50% of work time.
- Serve as a resource and subject matter expert for team 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 and workflow spot checks, and coordination of 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 escalations or internal stakeholder concerns as needed.
- In support of clinical managers guidance, offers 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.
- Provides feedback and advice on team/product/technology/service improvements and assists with implementations.
- Serves as a primary point of contact for the team in absence of manager and facilitates team meetings as needed.
- May be assigned additional projects, as needed.
- Follow all Spring Health policies, confidentiality, compliance, and ethical standards.
- Qualifications
- LCSW, LPC, LMFT, or equivalent independent licensure
- firmly required.
- Strongly preferred: CEAP and/or SAP Qualification
- 3+ years of EAP experience
- required
- Minimum of 1 year management consultation experience
- required
- Strong understanding of SUD and LOC as well as best practices for navigating substance use in the workplace
- Strong verbal and written professional communication skills
- Familiar with Spring Health Clinical Operations Inbound systems and workflows
- Leadership experience preferred
- Collaborative and solution-focused
- Excellent multi-tasking and communication skills
- Willing to serve as a subject matter expert and resourceful in seeking information from various sources.
- Tech-savvy: very comfortable adopting new technologies and platforms and efficient in tech-related tasks.
- Requirements
- 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.
- Benefits
- Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to
One Medical
- accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
- Employer sponsored 401(k) match of up to 2% for retirement planning.
- A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
- We offer competitive paid time off policies including vacation, sick leave and company holidays.
- At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
- Access to
Noom
- , a weight management program—based in psychology, that’s tailored to your unique needs and goals.
- Access to fertility care support through
Carrot
- , in addition to $4,000 reimbursement for related fertility expenses.
- Access to
Wellhub
- , which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription.
- Access to
BrightHorizons
- , which provides sponsored child care, back-up care, and elder care.
- Up to $1,000 Professional Development Reimbursement a year.
- $200 per year donation matching to support your favorite causes.
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