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About the Role

This role is responsible for leading a team of Care Coordinators who support patients throughout their care journey, from initial activation and appointment preparation to ongoing engagement, discharge support, and transitions to a higher level of care. You will work closely with patients, providers, UHS facilities, and cross-functional partners to identify and address barriers to care, coordinate transitions between levels of care, and ensure patients receive consistent, high-quality support throughout their treatment journey. You will also partner with Clinical, Quality, Product, and Network teams to improve patient engagement, develop standardized workflows, and build scalable care coordination capabilities.

Responsibilities

Lead, manage, and develop a team of Care Coordinators responsible for supporting patients throughout their care journey.
Establish clear performance expectations, provide ongoing coaching and feedback, and support professional development of team members.
Monitor team performance and ensure Care Coordinators consistently meet established productivity, quality, and patient engagement expectations.
Oversee Care Coordinator performance metrics, including call completion, patient outreach, and follow-through on assigned activities.
Identify performance trends and implement strategies to address gaps and improve team effectiveness.
Ensure consistent application of Care Coordination workflows, processes, and patient engagement standards across the team.
Oversee patient support and activation activities, including monitoring required lead-up paperwork and ensuring timely account activation.
Ensure patients receive appropriate outreach and support prior to their first appointment and throughout their initial engagement with care.
Monitor the patient journey and oversee efforts to support engagement during the first 30 days of care.
Ensure appropriate follow-up occurs for patients who miss appointments and help prevent inappropriate billing related to missed first appointments.
Provide support to discharge planners as needed to facilitate continuity of care and successful transitions.
Monitor patient engagement and identify barriers that may prevent patients from accessing or remaining engaged in care.
Oversee processes for identifying patients who may require escalation or transition to a higher level of care.
Partner with Talkspace providers and patients to coordinate smooth transitions back to an appropriate UHS facility when a higher level of care is needed.
Identify the appropriate UHS facility based on patient needs and coordinate directly with facility stakeholders to facilitate scheduling and transition of care.
Ensure timely communication and follow-through among patients, providers, Care Coordinators, and facility partners throughout the escalation process.
Partner with Clinical and Quality teams to establish standardized workflows and protocols for escalation and step-up care.
Monitor trends and operational barriers related to care transitions and recommend opportunities for improvement.
Establish and monitor team success metrics and performance goals aligned with patient and business outcomes.
Track Care Coordinator productivity, including call completion and outreach activity.
Monitor patient engagement and HEDIS-related measures, including the percentage of appointments attended within 7 and 30 days.
Review performance data to identify trends, gaps, and opportunities for improvement.
Develop and implement action plans to improve team performance and patient engagement outcomes.
Partner with Clinical and Quality teams to ensure Care Coordination processes support quality and patient care objectives.
Partner with Product, Clinical, Quality, and Network teams to identify opportunities to improve Care Coordination capabilities and patient workflows.
Establish standardized patient engagement and outreach plans to create a consistent experience across the patient journey.
Develop and implement workflows designed to streamline escalation and step-up care processes.
Provide operational and user insights to inform the development and enhancement of Care Coordination tools and technology.
Support the development of a Care Coordinator-specific arm, profile, or workflow within the referral tool.
Identify opportunities to leverage technology, automation, and improved workflows to increase team efficiency and patient engagement.
Work closely with Network Strategy, Clinical, Quality, Product, and Operations teams to align priorities and improve patient care workflows.
Build and maintain strong working relationships with Talkspace providers and UHS facility stakeholders.
Communicate operational needs, performance trends, challenges, and opportunities to appropriate internal stakeholders.
Coordinate cross-functional initiatives and ensure appropriate follow-through on action items and deliverables.
Contribute to a collaborative, solutions-oriented environment focused on improving patient outcomes and the overall care experience.
Performs other related duties as assigned.
Provides operational and strategic support to the Network Strategy and Client Experience teams as needed.

Requirements

Active, independent clinical (social work, counseling, etc) licensure with 3-5 years of clinical experience preferred.
3+ years of experience in healthcare operations, care coordination, patient engagement, case management, project management, or a related field required.
Experience managing teams responsible for patient or member outreach and engagement.
Strong understanding of patient care journeys, care transitions, and coordination between levels of care.
Experience developing or improving operational workflows, processes, and team procedures.
Experience using performance metrics and data to monitor team effectiveness and identify opportunities for improvement.
Strong organizational and project management skills, with the ability to manage multiple priorities and initiatives simultaneously.
Strong critical thinking, problem-solving, and decision-making skills.
Ability to identify operational challenges, anticipate barriers, and develop practical solutions.
Excellent written and verbal communication skills, with the ability to effectively communicate with patients, providers, facility stakeholders, and internal teams.
Comfortable working cross-functionally with Clinical, Quality, Product, Network, and Operations teams.
Highly detail-oriented with a strong focus on accuracy, accountability, and follow-through.
Ability to work independently and take ownership of initiatives from planning through implementation.
Comfortable working in a fast-paced, evolving healthcare environment and adapting to changing priorities.
1+ years of people management or demonstrated experience leading and developing teams preferred.
Experience working within healthcare systems, behavioral health, telehealth, or a distributed provider network preferred.
Familiarity with HEDIS measures, patient engagement metrics, or other healthcare quality measures preferred.

Skills

Care Coordination
Patient Engagement
Team Management
Healthcare Operations
Case Management
Project Management
Performance Metrics Analysis
Organizational Skills
Problem-Solving
Critical Thinking
Communication Skills
Cross-Functional Collaboration
Detail-Oriented
Accountability
Follow-Through
Adaptability

Location

Remote
Eastern Time

Work Type

Remote

Experience Level

3-5 years of clinical experience preferred
3+ years of experience in healthcare operations, care coordination, patient engagement, case management, project management, or a related field required
1+ years of people management or demonstrated experience leading and developing teams preferred

Salary/Compensations

$75,000 - $95,000/yr

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, etc.
Monthly Wellness Stipend to promote mental and physical self-care
Flexible 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, as well as 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.
Therapy is an universal need and it's our mission here to change the world by cultivating an intentional space for people to feel supported through quality care that is simple and accessible.
Combining our passion for innovation along with our desire to help others overcome the stigma behind “getting help,” 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.
Dedicated to our mission, we are looking for candidates that want to bring their talents into a diverse “for purpose” space.
If you’re equally as passionate about making quality mental healthcare accessible to all then Talkspace is the right place for you!

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 — such as not completing a formal degree program, taking a career break, or having a prior criminal record — if you believe you could make a great addition to this team.
Come as you are and learn about the exciting opportunities on our team.
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.
Diversity encompasses the unique attributes of our employees as individuals. We value and embrace the richness arising from their varied backgrounds, perspectives, and experiences, which include, but are not limited to, age, ability, ethnicity, gender, race, and cultural background.
Equity refers to a fair and impartial workplace, aiming to ensure equal growth and advancement opportunities for all employees. This involves amplifying underrepresented voices, addressing unconscious biases, and providing inclusive, culturally competent mental health care.
Inclusion signifies the practice of granting equal access to opportunities and resources for all employees, particularly those who might otherwise be excluded or marginalized. It ensures that everyone feels a sense of belonging, value, support, and respect as an individual.
Belonging reflects the affinity and positive relationships that develop among employees from diverse backgrounds when businesses actively promote diversity, equity, and inclusion in the workplace.