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About the Role
Support patients throughout their care journey, monitor patient engagement, identify potential barriers to care, and coordinate with providers and facilities for patients requiring additional support or a transition to a higher level of care. This role requires someone highly organized, patient-focused, proactive, comfortable managing multiple patients and priorities, and passionate about making a meaningful impact in a "for purpose" space.
Responsibilities
- Monitor patient lead-up requirements and paperwork to ensure patients are prepared for their first appointment.
- Follow up on outstanding patient requirements and identify barriers to timely activation.
- Ensure patient accounts are activated and ready for care according to established workflows.
- Provide patients with clear information regarding next steps, appointments, and care coordination processes.
- Respond to patient questions and concerns, ensuring appropriate follow-through.
- Monitor patients throughout their initial care journey and support continued engagement.
- Conduct outreach and follow-up activities to monitor patient engagement during the first 30 days of care.
- Identify patients at risk of disengagement and take appropriate action.
- Follow up on missed appointments and coordinate with internal teams to address barriers to care.
- Monitor and help ensure patients are not incorrectly billed for missed first appointments.
- Maintain accurate and timely documentation of patient outreach, engagement, and follow-up activities.
- Support the identification and coordination of patients requiring escalation or transition to a higher level of care.
- Coordinate with providers and patients to facilitate a safe and smooth transition back to an appropriate facility when higher-level care is needed.
- Work with internal stakeholders to identify the appropriate facility based on patient needs.
- Contact facilities to coordinate scheduling and facilitate the transition of care.
- Communicate relevant information, next steps, and expectations clearly to patients, providers, and facility stakeholders.
- Track outstanding transition activities and ensure timely follow-through.
- Escalate complex patient, scheduling, or operational issues to the Care Coordinator Manager or appropriate clinical team members.
- Work closely with Care Coordinators, Managers, providers, and internal operational teams to support patient needs.
- Collaborate with providers and facility partners to facilitate patient access and continuity of care.
- Communicate patient engagement trends, barriers, and operational issues to appropriate team members.
- Follow established workflows and contribute feedback to improve patient support and care coordination processes.
- Participate in team meetings, training, and ongoing process improvement initiatives.
- Maintain accurate, complete, and timely documentation of patient outreach, activation, engagement, and care transitions.
- Follow established policies, procedures, and workflows related to patient communication, care coordination, and escalation.
- Protect patient confidentiality and handle sensitive patient information in accordance with privacy and compliance requirements.
- Support team performance and quality goals by completing assigned outreach and follow-up activities within established timelines.
- Identify recurring barriers or issues impacting patient engagement and communicate opportunities for improvement to leadership.
- Perform other related duties as assigned.
- Provide operational and patient support to the Care Coordination team as needed.
Requirements
- High school diploma or equivalent required.
- 1–2 years of experience in care coordination, patient support, customer support, or case management.
- Strong written and verbal communication skills.
- Strong organizational skills and demonstrated ability to manage multiple patients, tasks, and competing priorities.
- Ability to work independently while following established processes and escalating issues appropriately.
- Strong attention to detail and commitment to accurate documentation and follow-through.
- Strong problem-solving and critical-thinking skills.
- Ability to handle sensitive patient interactions with professionalism, empathy, and discretion.
- Comfortable working with technology and navigating multiple systems and platforms.
- Comfortable working in a fast-paced, evolving environment and adapting to changing priorities.
Skills
- Care coordination
- Patient support
- Customer support
- Case management
- Written communication
- Verbal communication
- Organizational skills
- Independent work
- Attention to detail
- Problem-solving
- Critical-thinking
- Professionalism
- Empathy
- Discretion
- Technology navigation
- Adaptability
Location
- Remote
- Eastern time
- Central time
Work Type
- Remote
- Full-time
Experience Level
- 1-2 years of experience
Education Level
- High school diploma or equivalent
- Associate or bachelor's degree in healthcare, social services, business, or a related field preferred
Salary/Compensations
- $20 - $25/hr
Benefits
- Comprehensive Medical, Dental and Vision plans
- Pre-tax benefits: HSA/ FSA
- 401k Retirement Savings Program with matching up to 4%
- Voluntary benefits including disability, basic life or pet insurance
- Monthly Wellness Stipend
- PTO
- Remote First Environment
- Regular team events, including Wellness Workshops and Team Building Events
- Free access to Talkspace products for you and one household member
- Access to a friends and family discount
About the Company
- Talkspace is the world’s leading online therapy company, serving over 2 million users looking to begin their wellness journey through tele-health.
- Our mission is to change the world by cultivating an intentional space for people to feel supported through quality care that is simple and accessible.
- We are transforming the way patients find the right care provider, making an otherwise impossible feat easily conquerable.
- Our network of licensed, accredited, and board-certified clinicians are increasing access to mental health for our members through a myriad of high quality therapy services: anytime and for a fraction of the price.
Equal Opportunity
- Talkspace welcomes and celebrates talent from all backgrounds, perspectives, and walks of life to foster an innovative and diverse workforce.
- We encourage you to apply, even if you don’t meet every qualification or if your path has been nontraditional.
- Individuals seeking employment at Talkspace are considered without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.