Care Coordinator

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee patient lead-up requirements and documentation to ensure patients are adequately prepared for their initial appointment.

• Follow up on pending patient requirements and identify obstacles that may hinder timely activation.

• Confirm that patient accounts are activated and ready for care as per established workflows.

• Provide patients with clear guidance regarding subsequent steps, appointments, and care coordination procedures.

• Address patient inquiries and concerns, ensuring proper follow-through.

• Monitor patients throughout their initial care journey and support ongoing engagement with their care.

• Conduct outreach and follow-up activities to assess patient engagement during the first 30 days of care.

• Identify patients at risk of disengagement and take necessary actions.

• Follow up on missed appointments and collaborate with internal teams to resolve barriers to care.

• Monitor billing issues related to missed initial appointments and escalate as necessary.

• Maintain accurate and timely records of patient outreach, engagement, follow-up, activation, and care transitions.

• Coordinate escalation or transition to a higher level of care with Talkspace providers, patients, internal stakeholders, and UHS facilities.

• Facilitate scheduling and transitions of care.

• Communicate relevant information, next steps, and expectations to patients, providers, and facility stakeholders.

• Track outstanding transition activities until completion.

• Escalate complex patient, scheduling, or operational issues to the Care Coordinator Manager or clinical team members.

• Collaborate with Care Coordinators, managers, providers, operational teams, and UHS facility partners.

• Adhere to workflows and contribute suggestions to enhance patient support and care coordination.

• Participate in team meetings, training, and initiatives for process improvement.

• Follow policies and procedures, ensuring patient confidentiality and compliance with privacy regulations.

• Support team performance and quality objectives through timely outreach and follow-up.

• Identify recurring barriers and communicate opportunities for improvement to leadership.

• Perform additional related duties and provide operational and patient support as assigned.

⛳️ Requirements

• High school diploma or equivalent is required; an associate or bachelor's degree in healthcare, social services, business, or a related field is preferred.

• 1–2 years of experience in care coordination, patient support, customer support, or case management.

• Exceptional written and verbal communication skills, with the capacity to communicate effectively with patients, providers, and facility stakeholders.

• Strong organizational skills and proven ability to manage multiple patients, tasks, and competing priorities.

• Ability to work independently while adhering to established processes and appropriately escalating issues.

• Keen attention to detail and commitment to accurate documentation and follow-through.

• Strong problem-solving and critical-thinking abilities, with the capacity to identify barriers and determine suitable next steps.

• Ability to manage sensitive patient interactions with professionalism, empathy, and discretion.

• Comfortable utilizing technology and navigating various systems and platforms.

• Adaptable to a fast-paced, evolving environment and able to adjust to changing priorities.

• Experience working directly with patients or members in a healthcare or service-oriented environment is preferred.

• Familiarity with healthcare, behavioral health, telehealth, or provider networks is preferred.

• Knowledge of patient engagement, care transitions, or coordination between levels of care is preferred.

🏝️ Benefits

• Comprehensive Medical, Dental, and Vision plans.

• Pre-tax benefits: HSA/FSA.

• 401k Retirement Savings Program with matching up to 4%.

• Voluntary benefits including disability, basic life, or pet insurance, etc.

• Monthly Wellness Stipend to encourage mental and physical self-care.

• PTO and a Remote First Environment.

• Regular team events, including Wellness Workshops and Team Building Events.

• Complimentary access to Talkspace products for you and one household member, along with a friends and family discount!