[Hiring] Care Access Specialist II @Headlight

Role Description

Join a team that’s transforming mental healthcare. The Care Access Specialist II serves in a critical role as the first person a patient connects with when seeking care at Headlight Health. In this role, the Specialist helps patients feel welcomed, heard, and supported as they begin their care journey.

• Care Access Specialists are a non-clinical role.
• Facilitate access to care, provide peer informed support within the scope of their training, and follow established escalation protocols.
• Do not diagnose, independently assess clinical acuity, provide treatment recommendations, deliver psychotherapy, or replace the judgment of licensed clinical professionals.

The Care Access Specialist II provides clear, compassionate guidance about Headlight Health’s services, responds to patient questions, confirms service eligibility, and coordinates appropriate clinician matching. Through empathy, patience, and persistence, the Specialist supports patients through scheduling, onboarding documentation, and related administrative steps to promote a smooth, reassuring transition into care.

Responsibilities

• Own the Outcome
  • Take accountability for connecting each person to care. Success is a kept first appointment, not simply a scheduled appointment.
  • Close the loop on every opportunity by proactively following up and re-engaging people who have not yet started care.
  • Respond to new opportunities quickly, with a standard of first outreach within five minutes.
• Engage and Guide
  • Meet people where they are in their care journey and provide the right combination of information, reassurance, guidance, and encouragement to help them move forward.
  • Build supportive, engaging relationships with people who reach out directly or are referred by a healthcare provider, introducing them to Headlight Health’s mental healthcare services.
  • Create a positive and reassuring experience for people taking the step of seeking mental health support.
  • Facilitate access to client care with the appropriate Headlight clinician based on client specific needs; schedule appointment needs, gather accurate information, and determine the appropriate next steps.
  • Keep people informed and comfortable throughout the process, addressing questions, concerns, and barriers as they arise.
• Facilitate the Client Lifecycle
  • Own the onboarding process from first contact through the first kept clinical appointment, including scheduling and collection of required intake paperwork, insurance information, and payment method.
  • Follow Headlight’s Service Offer Standard and all applicable guidelines when discussing or introducing additional services.
  • Oversee the management of new clinicians’ clients who are following them to Headlight including waitlist management and scheduling of services as the Clinician onboarding occurs.
  • Coordinate transfers of care when a client needs a new clinician, communicating changes to the client and facilitating the transition to an appropriate provider.
  • Connect existing clients with additional Headlight services when recommended by their clinician, coordinating the internal referral and next steps.
• Keep the System Clean
  • Accurately document and maintain client information, interactions, outreach activity, and appointment records.
  • Partner with clinicians, operations, and other teams to remove barriers, streamline access to care, and improve the client’s experience.
  • Follow all organizational policies, procedures, and legal and regulatory requirements while maintaining a high standard of care.
• Support & Development
  • Serve as a mentor and resource for new Care Access Specialists and provide shadowing, coaching, and mentoring experiences to assist in the growth of our intake team.
  • Assist with testing and providing feedback on new Headlight initiatives, workflows, and tools as needed.

Qualifications

• High School Diploma, GED or equivalent required.
• Associate degree, or some college coursework, preferred.
• 1-2 years experience in customer service call center environment or similar client-facing role, required.
• Experience in healthcare, behavioral health or client engagement, preferred.
• Strong customer service skills with the ability to build trust and rapport with prospective clients.
• Excellent verbal and written communication skills, including active listening and clear explanation of services.
• Exhibits sound judgment, knowing when to proceed, escalate, clarify or involve other team members, as needed.
• Strong organizational skills with the ability to manage multiple intake tasks, appointments, and follow-ups.
• High attention to detail when entering client information, insurance details, payment information, and documentation.
• Ability to maintain confidentiality and handle sensitive health information with professionalism and discretion.
• Basic understanding of healthcare, behavioral health, or outpatient service workflows.
• Experience using electronic health records, scheduling systems, phone systems, and other digital tools.
• Ability to work collaboratively with clinicians, operations teams, and other departments to support a positive client experience.
• Demonstrated empathy, patience, and professionalism when assisting individuals seeking mental health services.

Benefits

• W2 role with competitive hourly rate and an additional incentive-based pay structure.
• 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.
• 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.
• $22 - $24 an hour.
• Care Access Specialists II are eligible for a monthly incentive plan on top of the hourly rate that is based on appointments scheduled and appointments kept.