Team Lead, Management Consultation

Our mission: e liminating 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.

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.

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