Case Manager, Weekend

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver telephonic and virtual case management, care coordination, crisis assistance, and member guidance.

• Handle CrisisNow calls during designated coverage periods, offering immediate support to callers.

• Stay available in the queue while waiting for CrisisNow calls or fulfilling other assigned call center duties.

• Evaluate imminent risk of harm and escalate to emergency services, local authorities, 988, licensed leaders, or internal management as necessary.

• Provide crisis intervention, emotional support, de-escalation, safety planning, and resource linking.

• Act as a vital member of the Crisis Response Team during life-threatening emergencies and urgent safety issues.

• Review and respond to flagged Peer Community and TimelyGuide posts.

• Escalate imminent or high-risk issues to licensed clinical leaders and relevant internal teams.

• Coordinate care with TimelyCare providers, school counseling and health centers, external providers, community resources, and other support systems.

• Create, support, and oversee individualized care plans.

• Advocate for the appropriate level of care, including higher levels when telehealth is unsuitable.

• Assist members with complex psychiatric, mental health, substance use, medical, social, academic, and basic needs challenges.

• Monitor member progress and suggest adjustments to care plans.

• Provide education, support, and advocacy to members and, when appropriate, their families or support systems.

• Help coordinate medications between TimelyCare and outside providers.

• Assist with referrals, scheduling, administrative tasks, and care navigation.

• Serve as a liaison among members, providers, customer support, care coordination, campus partners, and community resources.

• Support faculty and staff guidance calls concerning student well-being issues.

• Monitor case management triggers, such as medical complexity, mental health risk, utilization issues, high-risk diagnoses, PHQ-9 item 9 endorsement with no-show, and higher-level-of-care needs.

• Maintain precise, confidential, timely, and secure documentation.

• Utilize video conferencing, phone, email, SMS, EHR systems, and other technological platforms.

• Manage workload, queue responsibilities, documentation, and follow-up tasks in a structured call center environment.

• Perform additional clinical, operational, technical, and administrative tasks as assigned.

⛳️ Requirements

• Master’s degree in the mental health field, such as professional counseling, social work, marriage and family therapy, or a related discipline is required.

• An active and unrestricted clinical license is preferred or required based on role scope and business needs.

• 3–5 years of experience in a clinical setting with direct patient care in a call-center environment, crisis management and intervention, case management, and care coordination.

• Experience working with clients facing a wide variety of complex psychiatric, mental health, substance abuse, and medical disorders.

• Background in crisis intervention and case management within a call center, telephonic, or virtual care setting.

• Comfort in handling crisis-level situations, including suicide risk, safety concerns, de-escalation, mandatory reporting issues, emergency escalation, and care coordination during urgent events.

• Knowledge and experience in implementing crisis intervention strategies at the individual, organizational, and community levels.

• Strong comprehension of telehealth best practices, documentation standards, confidentiality, and member-centered care.

• Outstanding customer service abilities along with excellent verbal and written communication skills.

• Capability to work within structured schedules, queue-based responsibilities, and time-sensitive operational expectations.

• Strong time management skills, with the ability to juggle calls, queue coverage, flag reviews, documentation, crisis response, and case management follow-up.

• Adaptability to rapidly changing priorities, student needs, provider requirements, and operational demands.

• Proficiency, or the ability to quickly learn, Microsoft Office, Google Suite, Zoom, Slack, Zendesk, Electronic Health Record systems, and TimelyCare administrative platforms.

• Bilingual skills are advantageous, but not mandatory.

🏝️ Benefits

• Paid Company Holidays

• No work on your birthday

• Flexible PTO

• Volunteer Time Off (VTO)

• Variable bonus eligibility on a quarterly basis

• Company-sponsored Health Insurance (Medical, Dental, Vision)

• Pet Insurance

• Company-paid group Life Insurance

• Company-paid Short Term Disability

• Concierge benefit support services

• 401(k) with employer match

• Free access to TimelyCare virtual medical and mental health support

• Mission-Driven Purpose with a Supportive Team Culture