Care Coordinator I

Headlight is a physician-owned, mental wellness, telehealth company. Our focus is quality care, and our goal is to provide mental health and wellness care to all who need it. Our mission is Improving lives, one session at a time. As we continue to expand and diversify our service offerings, 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.

The Care Coordinator I will facilitate the execution of a Clinician developed care plan. You’ll do this by coordinating clinician & client schedules, handling client interactions (phone, text, email), managing authorizations, working with pharmacies & labs, and executing a variety of tasks on behalf of our clinical team. Additionally, you’re responsible for optimizing a Clinician’s schedule, keeping them informed of relevant changes, and facilitating administrative communication with clients.

• Deliver Excellent Service We’re determined to deliver world-class care to our clients. We build long-lasting relationships because we’re intentional about the details of our delivery and quality of care.
• Make Mental Health More Accessible Accessing mental health treatment shouldn’t be as hard as it is. We remove the barriers and simplify the process because it means our clients get the help they need, when they need it.
• Intentionally Listen Communicate with empathy. We value deep understandings that create a healthy environment of collaboration, feedback and support.
• Learn and Grow Every day is an opportunity to do better. We want to learn and grow. Our curiosity fuels our desire to improve our practice and process. As we learn and grow, we can help more people – which is what we’re all about.
• Communal Care We help each other be the best by creating a culture of empathy, respect, growth and balance.

• 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: Back up the clinical support team on administrative tasks for clinicians and their clients.
• Team Collaboration: Work closely with our Clinical, Billing, and Intake Teams to ensure cohesive and efficient care for our clients. We facilitate communication among team members.
• Resource Coordination: Help patients navigate the healthcare system by connecting them with the required medical services and resources within Headlight & externally. This can include scheduling or rescheduling appointments, coordinating with pharmacies and helping with insurance and billing issues.
• Monitoring and Follow-Up: They regularly monitor patients' progress and ensure clients & clinicians meet at the intervals defined in the care plan. This includes follow-up after medical appointments, ensuring follow up scheduling is complete, and completing all assigned tasks relate to a client’s care.
• Client Satisfaction: Ensure clients have a resource and point of contact for any needs.
• Data Entry, Tasking, and Record Keeping: Accurately input client information into the system and maintain up-to-date records of client interactions and appointments.
• Compliance with Policies: Adhere to all organizational policies and procedures, ensuring a high standard of care and legal compliance.

• 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

• 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

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.

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