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About the Role

The Case Manager will manage a high-volume mental health intake process, including scheduling appointments and ensuring clients meet admission criteria. This position is integral to client-therapist matching and caseload management to maintain continuity of care.

Responsibilities

• Facilitate a high-volume mental health intake process by enforcing no-show policies, and scheduling intake appointments to ensure the efficient onboarding of new clients.
• Provide intake triage and coordination for all virtual intake appointments, ensuring appropriate screening and timely connection.
• Conduct an average of 40 to 45 daily interactions with new clients, demonstrating excellent interpersonal and communication skills to establish rapport and guide individuals through the intake process.
• Facilitate client-therapist matching after intake and manage caseload reassignments during therapist transitions, leaves, or departures to ensure continuous, seamless care.
• Perform other duties assigned by the Supervisor and Leadership.

Requirements

• Bilingual; fluent in English and Spanish
• Ability to manage multiple tasks and prioritize effectively in a busy work setting
• Strong capability to follow established workflows and effectively multi-task throughout the day
• Attention to detail is essential
• Exceptional customer service skills, with the ability to communicate effectively and professionally with clients and staff
• Demonstrates the ability to de-escalate, practice self-care, and maintain professionalism while handling emotional or mentally challenging situations
• Strong ability to multi-task and maintain attention to detail in a dynamic work environment
• Works collaboratively within a team and maintains a positive, supportive attitude
• Thrives in a fast-paced environment, adapting quickly to changing demands
• Able to perform with versatility and tact in a mental health care setting that requires flexibility and adaptability
• Maintains a positive, friendly, and professional demeanor, with a "can-do" attitude
• Passionate about NYPCC's mission and values, with a commitment to supporting the agency's goals and client care

Skills

• Microsoft SharePoint
• Microsoft Office Suite
• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• MS Teams video conferencing

Location

• New York City

Work Type

• In-person
• Telehealth

Experience Level

• One year of experience in a social service or mental health setting preferred
• One year of experience using an EHR system preferred

Education Level

• High School Diploma or equivalent required
• Associate Degree in a related field preferred

Salary/Compensations

• $21.00 - $23.00 per hour

Benefits

• Competitive compensation
• Outstanding benefits
• Career growth through our Academy and leadership development programs

About the Company

• One of New York's Most Awarded Mental Health Employers
• 2025 and 2026 Time City & State Top Workplace in New York
• Mental Health America's Platinum Bell Seal recipient for FIVE consecutive years
• Serving 15,000+ clients every month
• 50+ years of transforming lives across New York City
• One of New York's leading community mental health organizations, delivering innovative, compassionate care through both in-person and telehealth services.
• Proudly serve more than 15,000 clients each month while continuing to set the standard for clinical excellence and employee experience.
• A collaborative, mission-driven culture where our employee matters
• The chance to make a lasting impact on thousands of lives every single day

Equal Opportunity

• NYPCC is an Equal Opportunity Employer