[Hiring] Care Coordinator @Cerebral

Role Description

A Care Coordinator is not a scheduler or support agent. This role sits at the highest-friction point in the care journey and helps people move from uncertainty to committed action. Care Coordinators guide prospective patients who often know they need help, but do not yet know what kind, whether they are ready, or how to move forward. The role requires:

• Judgment
• Emotional attunement
• Ambiguity handling
• Ability to translate vague help-seeking into a clear, appropriate next step

This is a revenue-critical function. The quality of the interaction directly shapes:

• Conversion quality
• Attended first sessions
• Match quality
• Retention

This is a 1099 Independent Contractor position working 30-35 hours per week. Contractor should provide some availability Monday - Friday 5:00pm-9:00pm and/or weekends (Saturday & Sunday) from 10:00am-6:00pm.

Qualifications

• Bachelor’s degree in psychology, social work, counseling, public health, or a related field preferred
• Experience in mental health care navigation, care coordination, intake, patient engagement, admissions, case management, crisis-adjacent support, or another high-empathy, high-judgment patient-facing role
• Strong mental health literacy, including familiarity with common diagnoses, treatment modalities, provider types, and levels of care
• Demonstrated ability to handle emotionally complex or ambiguous conversations with empathy and sound judgment
• Experience influencing action, reducing hesitation, or supporting people through high-stakes decisions is strongly preferred
• Experience in a startup, digital health, or operationally complex environment is a plus

Requirements

• Conduct high-judgment care consults with prospective patients seeking mental health support
• Help patients make sense of what they are experiencing, even when their needs are vague, emotionally loaded, or only partially formed
• Clarify patient needs and guide them toward the right provider type, modality, or level of care
• Build readiness and reduce hesitation by normalizing help-seeking, lowering activation barriers, and helping patients feel understood
• Translate uncertainty into action by helping patients commit to a clear next step in care
• Reinforce the decision to seek care across key handoffs, including pre-booking, post-booking, and pre-session moments where drop-off risk is high
• Use structured tools, matching logic, and available context to improve fit while preserving a highly human, relational interaction
• Document key consult insights clearly so the broader system can preserve the clarity and commitment created during the conversation
• Partner closely with clinical, product, operations, and support teams to reduce pathway friction and improve continuity across the care journey

Benefits

• More prospective patients convert into attended first sessions
• Patients enter care with stronger readiness and clearer expectations
• Provider and modality matching improves
• No-show and early churn rates decrease
• The care journey becomes more reliable across handoffs, not just more active at the top of funnel

What makes someone strong in this role

• Exceptional listening skills, including the ability to hear what is uncertain, unspoken, or only partially formed
• Strong judgment in ambiguous, emotionally complex conversations
• Ability to respond dynamically to tone, pace, hesitation, and distress in real time
• Comfort guiding people who do not yet have a clear mental model of what kind of care they need
• Ability to build trust quickly and create the conditions under which a person feels safe enough to move forward
• Strong communication skills that balance warmth, clarity, confidence, and precision
• Ability to make nuanced fit decisions without relying on rigid scripts or premature closure
• Strong follow-through and documentation habits
• Comfort operating in a fast-moving, high-accountability environment where performance is tied to real downstream outcomes

What this role is not

• A call center role
• A purely administrative scheduling role
• A script-driven customer support position
• A generic intake function measured only on speed or volume

How this role is measured

• Consult-to-booking conversion
• Attended first session rate
• Early retention / second-session continuation
• Match quality
• No-show reduction
• Quality of documentation and handoff continuity

Company Description

Cerebral is committed to bringing together humans from different backgrounds and perspectives, providing employees with a safe and welcoming work environment free of discrimination and harassment. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate.