Care Coordinator

What You’ll Do

Patient Support & Activation

• Monitor patient lead-up requirements and paperwork to help ensure patients are prepared for their first appointment.
• Follow up on outstanding patient requirements and identify barriers that may prevent timely activation.
• Ensure patient accounts are activated and ready for care in accordance with established workflows.
• Provide patients with clear information regarding next steps, appointments, and care coordination processes.
• Respond to patient questions and concerns and ensure appropriate follow-through.

Patient Engagement & Care Journey

• Monitor patients throughout their initial care journey and support continued engagement with care.
• Conduct outreach and follow-up activities to monitor patient engagement during the first 30 days of care.
• Identify patients who may be at risk of disengagement and take appropriate action to support continued participation in care.
• Follow up on missed appointments and coordinate with appropriate internal teams to address barriers to care.
• Monitor and help ensure patients are not incorrectly billed for missed first appointments by following established processes and escalating issues as needed.
• Maintain accurate and timely documentation of patient outreach, engagement, and follow-up activities.

Escalation & Step-Up in Care

• Support the identification and coordination of patients who may require escalation or transition to a higher level of care.
• Coordinate with Talkspace providers and patients to facilitate a safe and smooth transition back to an appropriate UHS facility when additional or higher-level care is needed.
• Work with internal stakeholders to identify the appropriate UHS facility based on the patient's needs and circumstances.
• Contact UHS facilities to coordinate scheduling and facilitate the transition of care.
• Communicate relevant information, next steps, and expectations clearly to patients, providers, and facility stakeholders.
• Track outstanding transition activities and ensure timely follow-through through completion.
• Escalate complex patient, scheduling, or operational issues to the Care Coordinator Manager or appropriate clinical team members.

Team Collaboration

• Work closely with Care Coordinators, Care Coordinator Managers, providers, and internal operational teams to support patient needs.
• Collaborate with Talkspace providers and UHS facility partners to facilitate patient access and continuity of care.
• Communicate patient engagement trends, barriers, and operational issues to appropriate team members.
• Follow established workflows and contribute feedback and recommendations to improve patient support and care coordination processes.
• Participate in team meetings, training, and ongoing process improvement initiatives.

Documentation & Quality

• Maintain accurate, complete, and timely documentation of patient outreach, activation, engagement, and care transitions.
• Follow established policies, procedures, and workflows related to patient communication, care coordination, and escalation.
• Protect patient confidentiality and handle sensitive patient information in accordance with applicable privacy and compliance requirements.
• Support team performance and quality goals by completing assigned outreach and follow-up activities within established timelines.
• Identify recurring barriers or issues impacting patient engagement and communicate opportunities for improvement to leadership.

Other Responsibilities

• Performs other related duties as assigned.
• Provides operational and patient support to the Care Coordination team as needed.

About You

• High school diploma or equivalent required; associate or bachelor's degree in healthcare, social services, business, or a related field preferred.
• 1–2 years of experience in care coordination, patient support, customer support, or case management.
• Strong written and verbal communication skills, with the ability to communicate effectively with patients, providers, and facility stakeholders.
• Strong organizational skills and demonstrated ability to manage multiple patients, tasks, and competing priorities.
• Ability to work independently while following established processes and escalating issues appropriately.
• Strong attention to detail and commitment to accurate documentation and follow-through.
• Strong problem-solving and critical-thinking skills, with the ability to identify barriers and determine appropriate next steps.
• Ability to handle sensitive patient interactions with professionalism, empathy, and discretion.
• Comfortable working with technology and navigating multiple systems and platforms.
• Comfortable working in a fast-paced, evolving environment and adapting to changing priorities.

Bonus Points

• Experience working directly with patients or members in a healthcare or service-oriented environment preferred.
• Experience with healthcare, behavioral health, telehealth, or provider networks preferred.
• Familiarity with patient engagement, care transitions, or coordination between levels of care preferred.