Care Coordinator I (Client Care)

Job Description

REQUIREMENTS

• 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)
• Ability to be flexible in a fast paced, evolving work environment
• Attendance as required for position.
• Problem solving skills
• Possess a strong collaborative attitude that applies solution-based thinking
• Computer skills
• Communication skills, verbal and written
• Professional attitude
• Customer service skills
• Prompt attention to detail

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.

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