Global Care Navigator (New Zealand)

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.

This full-time, remote Global Care Navigator (IC3) reports to the Manager of the Global Team in Care Delivery Operations. The role supports members through their mental health care journey, connecting them to the right care while ensuring they have a high-quality Spring Health experience.

The required shift for this position is Monday–Friday, 9:30 AM – 6:00 PM NZDT.

What You'll Do

• Support members by phone, chat, and email during assigned shifts, in the languages you're clinically fluent in.

• Manage end-to-end care coordination, including platform sign-up, technical troubleshooting, intake, scheduling and canceling appointments, and explaining available services.

• Conduct clinical needs assessments and refer members to the appropriate level and modality of care, including Spring Health counseling providers and other mental health services.

• Assess and manage member crises, including suicide risk, through in-the-moment support, triage, safety planning, and follow-up.

• Provide consultation, psycho-education, empathy, and motivational support on mental health, substance use, and family or relationship concerns.

• Identify and resolve barriers to care and technical issues raised by members and providers, coordinating with internal teams to keep the member experience smooth.

• Research and maintain crisis resources for members across countries, and complete management consultation intake for global members and customers.

• Document all member interactions accurately in English in Spring Health's systems.

• Learn current and new workflows and policies through training, and take part in staff meetings and case consultations.

• Contribute to special internal and customer-facing initiatives as assigned, following Spring Health policies and maintaining confidentiality, compliance, and ethical standards.

What Success Looks Like

• QA: achieve or exceed the 94% QA target.

• CSAT: achieve or exceed the 4.65 CSAT target.

• Adherence: at or above 85%.

AI Fluency Expectations (Capable)

• Uses AI to draft SOPs, member communications, case notes, escalation summaries, shift handoff reports, and internal process documentation as a routine part of daily work, not just when assigned.

• Uses AI to handle higher member or case volume without a proportional increase in handling time, actively designing their work to scale throughput.

• Completes required AI enablement training and uses the provided templates and frameworks.

• Reviews AI output before finalizing and can explain what the tool contributed and where human judgment was applied.

• Can point to specific operational workflows where AI has reduced manual steps, cut handling time, or improved consistency of member-facing output.

What we expect from you:

• Registered Psychologist, Registered Psychotherapist, or Registered Social Worker with a masters degree and appropriate credentials in New Zealand .

• 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 NZD 80,800–92,920 per year , 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 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 . 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.