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.

Schedule

Indonesia: Monday through Friday; 9:00 AM to 5:00 PM WIB

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.

The target base salary range for this position is Rp 284,270,400 - Rp 326,910,960 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.