Care Coordinator I

Join a team that's transforming mental healthcare. Founded by psychiatrists, Headlight is more than a company: it's a movement. A movement that exists on the front lines of the mental health crisis, transforming the way people access care and the way clinicians deliver it. In order to help people in their time of need and ensure that every person who comes to us has options, we are transparent about our capabilities, treatments, and coverage, we champion innovation, and we leverage our rich data to continuously implement better ways of delivering care. Our mission is simple but powerful: Improving lives, one session at a time.

Our highly skilled and principled clinical team enjoys autonomy and institutional support so they can put their focus where it should be: on improving patient outcomes. Our clinicians want to do more than help individual clients, so they work to affect the system as a whole, elevating standards of care so that their efforts reverberate far beyond what they could do in private practice.

As the most trusted behavioral health partner in the Western U.S., we've established deep relationships that give us unparalleled access, interoperability, and first-priority referrals. This exclusivity, combined with our best-in-class coordinated care and feedback loops, results in superior outcomes and cost savings.

Our services are convenient, accessible, and expert, combining personalized client engagement with advanced technology to enhance, not replace, human connection. Indeed, we hold that human-to-human relationships are indispensable, so from the match to the session to the time between sessions, we provide whole person care so nobody falls through the cracks and there is a brighter path forward for all.

We are seeking a Care Coordinator I to facilitate a frictionless experience for both clients and clinicians working with Headlight. Clinicians work with Headlight because we take care of the important administrative parts of their job for them. Clients come to Headlight because we ensure they are matched with world-class mental health providers and we make it easy to get the help they need without jumping through hoops or feeling frustrated. And our Care Coordination team is the engine that makes this all happen.

As a Client Care Coordinator, you serve as a vital link between our clients and clinical team, ensuring that each care plan is executed seamlessly. You'll do this by aligning clinician availability with client needs by managing calendars, rescheduling appointments, and optimizing clinician schedules for maximum efficiency. You will also act as the first point of contact for client inquiries through phone, text, and email-delivering timely, compassionate, and professional support. You will support our clinicians by keeping them informed of relevant updates, schedule changes, and client preferences to help them deliver the best care possible. This role is essential in fostering a smooth, supportive care experience for both clients and clinicians by ensuring communication is clear, plans are followed, and needs are proactively met.

Our Pillars

• Make things easier.
• Forge genuine connections.
• Elevate the standard.

Roles and Responsibilities

• Client Care Coordination: Facilitate the execution of a Clinician developed care plan for clients in need of outpatient mental health services; answer calls, reply to text messages & emails, and assist clients in their scheduling needs.
• Clinical Support: Provide administrative support to clinicians and their clients by backing up the Clinical Support Team. This includes assisting with documentation, scheduling logistics, and any other operational needs that contribute to seamless care delivery.
• Team Collaboration: Work collaboratively with the Clinical, Billing, and Intake Teams to ensure continuity of care and streamlined communication. Help facilitate efficient teamwork by acting as a liaison across departments.
• Resource Coordination: Assist clients in navigating the healthcare system by coordinating services both within Headlight and externally. Tasks may include rescheduling appointments, coordinating with pharmacies, resolving insurance or billing issues, and connecting clients with necessary medical or mental health resources.
• Monitoring and Follow-Up: Regularly track client progress and ensure care is delivered according to established plans. Complete follow-ups after appointments, confirm future visits are scheduled, and carry out all assigned tasks related to client care coordination.
• Client Satisfaction: Serve as a reliable, empathetic point of contact for clients, ensuring their needs are met and their experience with Headlight is supportive, professional, and responsive.
• Data Entry, Tasking, and Record Keeping: Maintain accurate and up-to-date client records by entering information into the system in a timely and detailed manner. Track tasks, document client interactions, and ensure all care coordination is properly logged.
• Compliance with Policies: Uphold all organizational policies and procedures. Ensure client care meets high professional standards and complies with legal, ethical, and HIPAA requirements.

Qualifications

• Previous experience in a medical/mental health office, specifically with scheduling and referral coordination
• Working knowledge of Electronic Medical Records Systems
• Experience with Excel, Word, and other computer programs
• Ability to work with a team with little direct supervision
• Excellent communication skills through phone, email, text and chat
• Customer service experience (2 years preferred)
• Problem solving skills
• Ability to be flexible in a fast paced, evolving work environment
• Attendance as required for position

Benefits

• W2 role with competitive hourly rate
• Medical, Dental and Vision on the first of the month after employment (based on FT hours)
• Paid Vacation, Sick, and Holiday time
• Employee Assistance Program (EAP) provides confidential counseling services, resources, and support to help you navigate personal or professional challenges.
• 401(k) plan with company contribution
• Remote work schedule
• Opportunity to work in a cutting-edge healthcare technology environment
• Professional development opportunities and training
• Collaborative and supportive work culture
• Impactful role contributing to the enhancement of patient care and healthcare processes

$20 - $24 an hour

Not meeting all the requirements? Research indicates that women, communities of color, and historically underrepresented individuals are often hesitant to apply for jobs unless they meet every qualification. We are committed to cultivating a diverse, inclusive, and genuine workplace. If you're enthusiastic about this position but your previous experience doesn't precisely match every qualification listed, we enthusiastically encourage you to submit your application. You could be the ideal candidate for this role or others!

Headlight is committed to the principles of diversity, equity, and inclusiveness and seeks to create a working environment reflective of this commitment. We seek to provide a diverse clinician base to support the diversity of our clients. Headlight supports and respects diversity of people, culture, and ideas throughout our organization. Headlight thrives to be a welcoming, diverse and discrimination- and harassment-free workplace.

By applying for this position, you consent to receive future communications from Headlight via email or text regarding this application and related employment opportunities. You may opt-out at anytime by contacting us directly.

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