Team Lead, Management Consultation

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.

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. 

• →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.

• 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.

• 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.

• 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

• 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