CASE MANAGER (BSW)

Overview

The Telehealth Case Manager Coordinator supports a fully virtual mental health clinic by coordinating patient care and ensuring timely access to psychiatric and therapeutic services. This role assesses patient needs, schedules telehealth appointments, facilitates continuity of care, and connects patients with licensed providers through secure telehealth platforms. As the primary liaison between patients and clinicians, the coordinator streamlines communication and ensures adherence to HIPAA, telemedicine regulations, accessibility requirements, and organizational quality standards.

Responsibilities

• Coordinate patient care across a fully virtual mental health clinic, ensuring timely access to psychiatric and therapeutic services while delivering personalized remote support.
• Act as a liaison between providers and patients by delivering education, coordinating care, and offering personalized support through the telehealth platform, including outreach via phone or secure messaging for reminders, instructions, follow-ups, and other coordination tasks.
• Manage appointment preparation, including gathering required documents, deductible payments, and coordination with families to facilitate pre-visit completion.
• Function as first contact for patients in non-emergency situations such as medication refill requests or appointment issues such as rescheduling or cancellation.
• Provide technical education and support to patients and providers on navigating videoconference tools and the EHR, offering troubleshooting and connection assistance via secure text or phone to ensure successful virtual appointments.
• Initiate virtual video visit (Zoom or designated application) and troubleshoot any technical or connectivity issues.
• Support accessibility needs by coordinating ancillary services such as interpreter support when necessary.
• Complete patient check-in by accurately documenting pre-visit information in the EHR, handling registration, verifying insurance eligibility, and managing appointment confirmations or rescheduling.
• Confirm appointments and obtain telemedicine consent ahead of virtual visit while verifying patient identity and ensuring compliance with safety, privacy, confidentiality, and HIPAA guidelines.
• Collect patient payments by sending secure payment links and assisting with online transactions, documenting all payments, and communicating expected out-of-pocket costs and billing processes.
• Distribute patient satisfaction surveys via text message or electronic links after appointments and encourage completion, and track survey responses and escalate feedback that may help improve patient experience or operational workflow.
• Maintain accurate, up-to-date patient records and document coordination activities, communications, and administrative tasks in alignment with clinic guidelines.
• Receive and verify referrals, request additional information as needed, and track documentation status.
• Prepare daily, monthly, or ad-hoc operational reports as required.
• Maintain open, proactive communication with patients, providers, administrative staff, and other departments.
• Recognize urgent situations and escalate appropriately using established internal pathways.
• Demonstrate strong communication skills, active listening, and professionalism when engaging with patients and families, including those who may be experiencing frustration or distress.

Qualifications

• Bachelor in social work or Psychologist
• Two or more years of experience in the health field
• Excellent computer skills
• Knowledge in Microsoft Office
• Proficiency in EHR software & secure communication platforms
• Preferred fully bilingual
• Effective communication skills – both verbal and written
• Problem-solving abilities and organizational skills