[Hiring] Care Coordinator Manager @Talkspace

Role Description

We are looking for an experienced Care Coordinator Manager to join our Referral Management team. This role would be responsible for leading a team of Care Coordinators who support patients throughout their care journey, from initial activation and appointment preparation to ongoing engagement, discharge support, and transitions to a higher level of care.

• Work closely with patients, providers, UHS facilities, and cross-functional partners to identify and address barriers to care.
• Coordinate transitions between levels of care and ensure patients receive consistent, high-quality support throughout their treatment journey.
• Partner with Clinical, Quality, Product, and Network teams to improve patient engagement, develop standardized workflows, and build scalable care coordination capabilities.

This is a remote position based on Eastern Time. Talkspace Headquarters is located in NYC.

Qualifications

• Active, independent clinical licensure with 3-5 years of clinical experience.
• 3+ years of experience in healthcare operations, care coordination, patient engagement, case management, project management, or a related field required.
• Experience managing teams responsible for patient or member outreach and engagement.
• Strong understanding of patient care journeys, care transitions, and coordination between levels of care.
• Experience developing or improving operational workflows, processes, and team procedures.
• Experience using performance metrics and data to monitor team effectiveness and identify opportunities for improvement.
• Strong organizational and project management skills, with the ability to manage multiple priorities and initiatives simultaneously.
• Strong critical thinking, problem-solving, and decision-making skills.
• Ability to identify operational challenges, anticipate barriers, and develop practical solutions.
• Excellent written and verbal communication skills, with the ability to effectively communicate with patients, providers, facility stakeholders, and internal teams.
• Comfortable working cross-functionally with Clinical, Quality, Product, Network, and Operations teams.
• Highly detail-oriented with a strong focus on accuracy, accountability, and follow-through.
• Ability to work independently and take ownership of initiatives from planning through implementation.
• Comfortable working in a fast-paced, evolving healthcare environment and adapting to changing priorities.

Requirements

• Lead, manage, and develop a team of Care Coordinators responsible for supporting patients throughout their care journey.
• Establish clear performance expectations, provide ongoing coaching and feedback, and support professional development of team members.
• Monitor team performance and ensure Care Coordinators consistently meet established productivity, quality, and patient engagement expectations.
• Oversee Care Coordinator performance metrics, including call completion, patient outreach, and follow-through on assigned activities.
• Identify performance trends and implement strategies to address gaps and improve team effectiveness.
• Ensure consistent application of Care Coordination workflows, processes, and patient engagement standards across the team.
• Oversee patient support and activation activities, including monitoring required lead-up paperwork and ensuring timely account activation.
• Ensure patients receive appropriate outreach and support prior to their first appointment and throughout their initial engagement with care.
• Monitor the patient journey and oversee efforts to support engagement during the first 30 days of care.
• Ensure appropriate follow-up occurs for patients who miss appointments and help prevent inappropriate billing related to missed first appointments.
• Provide support to discharge planners as needed to facilitate continuity of care and successful transitions.
• Monitor patient engagement and identify barriers that may prevent patients from accessing or remaining engaged in care.
• Oversee processes for identifying patients who may require escalation or transition to a higher level of care.
• Partner with Talkspace providers and patients to coordinate smooth transitions back to an appropriate UHS facility when a higher level of care is needed.
• Identify the appropriate UHS facility based on patient needs and coordinate directly with facility stakeholders to facilitate scheduling and transition of care.
• Ensure timely communication and follow-through among patients, providers, Care Coordinators, and facility partners throughout the escalation process.
• Partner with Clinical and Quality teams to establish standardized workflows and protocols for escalation and step-up care.
• Monitor trends and operational barriers related to care transitions and recommend opportunities for improvement.
• Establish and monitor team success metrics and performance goals aligned with patient and business outcomes.
• Track Care Coordinator productivity, including call completion and outreach activity.
• Monitor patient engagement and HEDIS-related measures, including the percentage of appointments attended within 7 and 30 days.
• Review performance data to identify trends, gaps, and opportunities for improvement.
• Develop and implement action plans to improve team performance and patient engagement outcomes.
• Partner with Clinical and Quality teams to ensure Care Coordination processes support quality and patient care objectives.
• Partner with Product, Clinical, Quality, and Network teams to identify opportunities to improve Care Coordination capabilities and patient workflows.
• Establish standardized patient engagement and outreach plans to create a consistent experience across the patient journey.
• Develop and implement workflows designed to streamline escalation and step-up care processes.
• Provide operational and user insights to inform the development and enhancement of Care Coordination tools and technology.
• Support the development of a Care Coordinator-specific arm, profile, or workflow within the referral tool.
• Identify opportunities to leverage technology, automation, and improved workflows to increase team efficiency and patient engagement.
• Work closely with Network Strategy, Clinical, Quality, Product, and Operations teams to align priorities and improve patient care workflows.
• Build and maintain strong working relationships with Talkspace providers and UHS facility stakeholders.
• Communicate operational needs, performance trends, challenges, and opportunities to appropriate internal stakeholders.
• Coordinate cross-functional initiatives and ensure appropriate follow-through on action items and deliverables.
• Contribute to a collaborative, solutions-oriented environment focused on improving patient outcomes and the overall care experience.
• Perform other related duties as assigned.
• Provide operational and strategic support to the Network Strategy and Client Experience teams as needed.

Benefits

• Comprehensive Medical, Dental and Vision plans
• Pre-tax benefits: HSA/ FSA
• 401k Retirement Savings Program with matching up to 4%
• Voluntary benefits including disability, basic life or pet insurance, etc.
• Monthly Wellness Stipend to promote mental and physical self-care
• Flexible PTO and Remote First Environment
• Regular team events, including Wellness Workshops and Team Building Events
• Free access to Talkspace products for you and one household member, as well as access to a friends and family discount!