[Hiring] Lead Care Coordinator @Mavida Health

Role Description

We are seeking a compassionate, highly organized, and proactive Lead Care Coordinator to provide leadership, guidance, and operational oversight to our growing Member Operations team while remaining actively involved in day-to-day member support.

In this hands-on leadership role, you will help oversee care coordination workflows, support and mentor team members, and ensure that every member receives a seamless, personalized, and compassionate experience throughout their care journey with Mavida Health.

You will serve as a key resource for the Member Operations team, providing guidance on complex member situations, helping resolve operational challenges, and identifying opportunities to improve processes and overall service quality. At the same time, you will remain directly involved in supporting members, coordinating care, and collaborating with our therapists, psychiatric nurse practitioners, and internal operations teams.

This is an exciting opportunity for someone who enjoys leading by example, developing others, and taking ownership of both team performance and individual responsibilities in a fast-paced, mission-driven healthcare environment.

The ideal candidate is a collaborative, solutions-oriented leader who is equally comfortable providing strategic guidance and rolling up their sleeves to support daily operations.

Qualifications

• 3–5+ years of experience in healthcare administration, patient coordination, care navigation, member operations, or a related field.
• Experience working in behavioral health, mental health, psychiatry, or telehealth strongly preferred.
• Bachelor's degree in healthcare administration, psychology, public health, social work, or a related field preferred, or equivalent professional experience.
• Prior experience leading, mentoring, training, or providing operational oversight to a team, preferably in a healthcare or patient-facing environment.
• Demonstrated ability to balance leadership responsibilities with hands-on operational work in a fast-paced environment.
• Strong interpersonal and communication skills, with the ability to support members compassionately while providing clear direction and guidance to team members.
• Excellent organizational and time-management skills, with the ability to prioritize competing demands and oversee multiple workflows.
• Proven problem-solving and decision-making skills, with the ability to independently resolve operational challenges and escalate concerns appropriately.
• Ability to work independently and collaboratively in a fully remote environment.
• Proficiency with electronic health records (EHR), scheduling platforms, and healthcare management systems.
• Comfortable learning new technologies and adapting to evolving workflows and processes.
• A proactive, solutions-oriented leader who is willing to step in wherever needed.
• Passion for women's healthcare, maternal mental health, and improving access to quality mental healthcare.

Requirements

• Provide day-to-day leadership, guidance, and support to the Member Operations team, ensuring consistent delivery of high-quality member care and service.
• Serve as a primary resource and escalation point for care coordinators, providing direction and assistance with complex member inquiries, operational challenges, and care coordination needs.
• Monitor team workflows, identify operational bottlenecks, and proactively recommend improvements to enhance efficiency and the member experience.
• Collaborate with clinical leadership and internal operations teams to improve communication, streamline processes, and support continuity of care.
• Help establish, maintain, and improve standard operating procedures, training resources, and quality standards for the Member Operations team.
• Support the tracking and reporting of key operational metrics, including member response times, service quality, and care coordination efficiency.
• Serve as a primary point of contact for members, providing compassionate, timely, and professional support throughout their care journey.
• Assist new members with onboarding, intake documentation, and navigating Mavida's telehealth platform.
• Proactively follow up with members regarding communication with clinicians, scheduling, outstanding documentation, care transitions, and next steps in their care.
• Respond to member inquiries through phone, email, and other communication platforms while maintaining a high level of professionalism and empathy.
• Assist with referrals, care transitions, and ongoing coordination of member services.
• Maintain accurate, up-to-date, and HIPAA-compliant member records within electronic health record (EHR) systems and internal platforms.
• Identify and escalate urgent member concerns, barriers to care, or clinical questions to the appropriate clinical or operational team members.

Benefits

• Comprehensive training/onboarding
• Medical/Dental/Vision insurance, plus Health Savings Account (HSA) for relevant plans
• 401(k) through Betterment
• Flexible PTO: Mavida Health offers paid time off to full-time employees for vacations, holidays, sick days, and personal time, as well as a unique flex time policy that covers shorter breaks
• Personal equipment budget (Apple laptop + one auxiliary item)
• Ongoing training around women's unique mood and anxiety disorders
• Opportunities for ongoing mentorship, in-person meetings, and professional development

Compensation

The annual salary range for this position is $80,000 - $100,000, depending on experience, qualifications, and geographic location.