[Hiring] CASE MANAGER @UHS

Role Description

The Telehealth Case Manager Coordinator supports a fully virtual mental health clinic by coordinating patient care and ensuring timely access to psychiatric and therapeutic services. This role assesses patient needs, schedules telehealth appointments, facilitates continuity of care, and connects patients with licensed providers through secure telehealth platforms. As the primary liaison between patients and clinicians, the coordinator streamlines communication and ensures adherence to HIPAA, telemedicine regulations, accessibility requirements, and organizational quality standards.

• Coordinate patient care across a fully virtual mental health clinic, ensuring timely access to psychiatric and therapeutic services while delivering personalized remote support.
• Acts as a liaison between providers and patients by delivering education, coordinating care, and offering personalized support through the telehealth platform, including outreach via phone or secure messaging for reminders, instructions, follow-ups, and other coordination tasks.
• Manages appointment preparation, including gathering required documents, deductible payments, and coordination with families to facilitate pre-visit completion.
• Function as first contact for patients in non-emergency situations such as medication refill requests or appointment issues such as rescheduling or cancellation.
• Provides technical education and support to patients and providers on navigating videoconference tools and the EHR, offering troubleshooting and connection assistance via secure text or phone to ensure successful virtual appointments.
• Initiates virtual video visits (Zoom or designated application) and troubleshoots any technical or connectivity issues.
• Support accessibility needs by coordinating ancillary services such as interpreter support when necessary.
• Completes patient check-in by accurately documenting pre-visit information in the EHR, handling registration, verifying insurance eligibility, and managing appointment confirmations or rescheduling.
• Confirms appointments and obtains telemedicine consent ahead of virtual visits while verifying patient identity and ensuring compliance with safety, privacy, confidentiality, and HIPAA guidelines.
• Collects patient payments by sending secure payment links and assisting with online transactions, documenting all payments, and communicating expected out-of-pocket costs and billing processes.
• Distributes patient satisfaction surveys via text message or electronic links after appointments and encourages completion, tracking survey responses and escalating feedback that may help improve patient experience or operational workflow.
• Maintains accurate, up-to-date patient records and documents coordination activities, communications, and administrative tasks in alignment with clinic guidelines.
• Receives and verifies referrals, requests additional information as needed, and tracks documentation status.
• Prepares daily, monthly, or ad-hoc operational reports as required.
• Maintains open, proactive communication with patients, providers, administrative staff, and other departments.
• Recognizes urgent situations and escalates appropriately using established internal pathways.
• Demonstrates strong communication skills, active listening, and professionalism when engaging with patients and families, including those who may be experiencing frustration or distress.

Qualifications

• Bachelor in social work or Psychology.
• Two or more years of experience in the health field.
• Excellent computer skills.
• Knowledge in Microsoft Office.
• Proficiency in EHR software & secure communication platforms.
• Preferred fully bilingual.
• Effective communication skills – both verbal and written.
• Problem-solving abilities and organizational skills.

Benefits

• Competitive Compensation.
• Excellent Medical, Dental, Vision and Prescription Drug Plans.
• 401(K) with company match.
• Career development opportunities within UHS and its 300+ Subsidiaries!
• Tuition incentive.
• Continuing education incentive.
• Vacation and sick leave, among others.

Company Description

Headquartered in King of Prussia, PA, Universal Health Services, Inc. (NYSE: UHS) is one of the nation’s largest and most respected providers of hospital and healthcare services. Since our founding in 1979, UHS has grown steadily into a premier Fortune 500® corporation perennially recognized by multiple esteemed national rating entities. Through its subsidiaries, UHS operates inpatient acute care facilities, inpatient behavioral health facilities, outpatient and other facilities, nationwide virtual behavioral health services, an insurance offering, a physician network and various related services with physical locations in the U.S., Puerto Rico, Ireland and United Kingdom.