Team Lead, Clinical Operations

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.

What we expect from you:

• 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.

What success looks like in this role

• 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.