• Support the migration of manual workflows into automated processes using internal tooling and platforms such as N8N • Translate editorial and client brief requirements into scalable system configurations • Configure and maintain automation workflows for content acquisition, validation, tagging, summarization, and delivery • Develop and document standard operating procedures (SOPs) for automated workflows • Monitor and troubleshoot issues related to workflow automation, data quality, and system performance • Collaborate with internal teams to ensure client requirements are accurately implemented and maintained • Maintain up-to-date documentation of client configurations and communicate updates across teams • Identify opportunities to improve workflow efficiency, scalability, and accuracy • Support vendor-related processes including service evaluation, communication, and invoice reconciliation

• Utilize active listening and written communication skills to interact with and support patients by maintaining availability during shifts for incoming phone, chat, and emails in the language(s) in which you are fluent. • Manage all care coordination needs, including but not limited to: assisting with platform sign up, troubleshooting tech issues, gathering intake information, scheduling and canceling appointments, and explaining the services available. • Conduct a clinical needs assessment to develop a plan of action for each member and refer to an appropriate level and modality of care (Spring Health counseling provider or other mental health services). • Assess and synthesize information using good clinical judgment to manage member crises such as suicide risk by providing in-the-moment support, triage, safety planning, and follow up. • Provide consultation, psycho-education, empathy and motivational assistance as needed to address mental health, substance use, and family/relationship concerns. • Engage in CIR intake and/or coaching services for global members and customers. • Identify and problem-solve issues that serve as a barrier or disruption to care, technical issues, and more submitted by members and providers. • Research and document crisis resources for members in different countries. • Review and learn from current and new workflows, via a combination of online and live training, and policies, which will be written and spoken in English. • Summarize all patient interactions, writing in English within Spring Health’s online documentation systems. • Coordinate with other internal teams in identifying, reporting, and resolving issues as needed, to ensure a smooth member experience. • Participate in staff meetings, case consultations, training, and special internal projects such as customer-facing initiatives as assigned and available. • Follow Spring Health policies and maintain all confidentiality, compliance, and ethical standards.

• Telephonic screening, brief intervention, and referral of members to a trauma specialty treatment provider. • Apply active listening, psychoeducation, and motivational interviewing skills to understand each member’s needs and provide support as they set goals. • Utilize Judith Herman’s phase-based trauma treatment model to provide stabilization support to members in their process of engaging in care. • Identify an appropriate level of care, facilitate referral, and coordinate care with a Spring Health provider. • Provide consultation regarding mental health concerns and family/relationship issues, as appropriate to member needs. • As necessary, provide in-the-moment support and safety planning for members with safety, risks or crisis. • Document information, maintain accurate records, perform follow-ups, and track progress within several systems, including an EHR within required timeframes.

• Responding to and managing client experience inquiries in our various channels • Complete ongoing clerical, administrative, and routine tasks to keep our day to day client experience operations running smoothly • Track performance on a daily, weekly, and monthly basis by assisting with the collection of data and explaining the “why” of what happens • Facilitate regular interviews with users to collect feedback and insights to better serve our audience