[Hiring] Case Manager @TimelyCare

Role Description

Under the supervision and direction of the Manager of Case Management, the Case Managers must be comfortable working within structured schedules, queue-based coverage expectations, and real-time service demands. Primary responsibilities include:

• Taking CrisisNow calls
• Remaining available in queue while awaiting calls
• Reviewing flags from Peer Community and TimelyGuide posts
• Supporting Crisis Response Team work
• Completing case management responsibilities

Case Managers plan, coordinate, advocate, and monitor services in collaboration with members, TimelyCare providers, school resources, community resources, and external partners. Support is delivered through phone, email, SMS, video, and other electronic platforms.

Qualifications

• Master’s degree in the mental health field, such as professional counseling, social work, marriage, and family therapy, or a related field, required.
• Active and unrestricted clinical license preferred or required based on role scope and business need.
• 3-5 years of experience in a clinical setting with direct patient care in a call-center environment, crisis management and intervention, case management, and care coordination.
• Experience working with clients with a broad range of complex psychiatric, mental health, substance abuse, and medical disorders.
• Experience in crisis intervention and case management within a call center, telephonic, or virtual care environment.
• Comfort working in crisis-level situations, including suicide risk, safety concerns, de-escalation, mandatory reporting concerns, emergency escalation, and care coordination during urgent events.
• Knowledge and experience implementing crisis intervention techniques at the individual, organizational, and community level.
• Strong understanding of telehealth best practices, documentation standards, confidentiality, and member-centered care.
• Excellent customer service skills and strong verbal and written communication skills.
• Ability to work within structured schedules, queue-based responsibilities, and time-sensitive operational expectations.
• Strong time management skills, with the ability to balance calls, queue coverage, flag reviews, documentation, crisis response, and case management follow-up.
• Adaptability to quickly changing priorities, student needs, provider needs, and operational demands.
• Proficiency, or ability to quickly learn, in productivity and care platforms such as Microsoft Office, Google Suite, Zoom, Slack, Zendesk, Electronic Health Record systems, and TimelyCare administrative platforms.
• Bilingual skills are a plus, but not required.

Requirements

• Provide telephonic and virtual case management, care coordination, crisis support, and member navigation.
• Take CrisisNow calls during assigned coverage times and provide immediate support to callers presenting through the CrisisNow Line.
• Remain available in queue while awaiting CrisisNow calls or other assigned call center responsibilities.
• Assess for imminent risk of harm to self or others and escalate to emergency services, local authorities, 988, licensed leaders, or internal leadership when appropriate.
• Provide crisis intervention, emotional support, de-escalation, safety planning, and resource connection.
• Serve as a key member of the Crisis Response Team, supporting providers during life-threatening emergencies and other urgent safety concerns.
• Review and respond to flagged Peer Community and TimelyGuide posts, including safety-related flags, concerning content, and posts requiring outreach or escalation.
• Escalate imminent or high-risk concerns to licensed clinical leaders and appropriate internal teams so immediate care can be provided.
• Coordinate care with TimelyCare providers, school counseling and health centers, external providers, community resources, and other support systems.
• Develop, support, and monitor individualized care plans based on member needs, provider assessments, risk factors, and available resources.
• Advocate for members to receive the right level of care, including higher levels of care when telehealth is not appropriate.
• Support members with complex needs, including psychiatric, mental health, substance use, medical, social, academic, and basic needs concerns.
• Monitor member progress and recommend adjustments to care plans when needs change.
• Provide education, support, and advocacy to members and, when appropriate, families or support systems.
• Assist with medication coordination between TimelyCare providers and outside providers.
• Support referrals, scheduling, administrative needs, and care navigation for members, providers, and external partners.
• Serve as a liaison between members, TimelyCare providers, customer support, care coordination, campus partners, and community resources.
• Support faculty and staff guidance calls related to student well-being concerns, while recognizing that the Faculty and Staff Support Service is not an emergency crisis line.
• Monitor case management triggers, including medical complexity, mental health risk, utilization concerns, high-risk diagnoses, care progression needs, basic needs, PHQ-9 item 9 endorsement with no-show, and higher-level-of-care needs.
• Maintain accurate, confidential, timely, and secure documentation of calls, interventions, outreach, safety planning, care coordination, and follow-up.
• Use video conferencing, phone, email, SMS, EHR systems, and other technology platforms to coordinate care and communicate effectively.
• Perform other clinical, operational, technical, and administrative duties as assigned.
• Manage workload, queue responsibilities, documentation, and follow-up tasks effectively within a structured call center environment.

Benefits

• Paid Company Holidays + No work on your birthday!
• Flexible PTO + Volunteer Time Off (VTO) as an organization to give back to the community
• Variable bonus eligibility on a quarterly basis
• 401(k) with employer match
• Free access to TimelyCare virtual medical and mental health support
• Mission-Driven Purpose with a Supportive Team Culture