[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. You will 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. You will also partner with Clinical, Quality, Product, and Network teams to improve patient engagement, develop standardized workflows, and build scalable care coordination capabilities.

What You’ll Do

• Care Coordinator Team Management
  • 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.
• Patient Support & Engagement
  • 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.
• Escalation & Step-Up 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.
• Performance & Quality Management
  • 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.
• Product Strategy & Development
  • 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.
• Cross-Functional Collaboration
  • 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.
• Other Responsibilities
  • Performs other related duties as assigned.
  • Provides operational and strategic support to the Network Strategy and Client Experience teams as needed.

Qualifications

• Active, independent clinical (social work, counseling, etc) licensure with 3-5 years of clinical experience preferred.
• 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.

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!