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At Talkspace, we are committed to fostering a diverse, equitable, inclusive, and belonging-centered workplace where everyone can thrive while making a difference in mental health. Want to help over two million people receive quality mental healthcare? Come join our mission of getting therapy in the hands of everyone!

We are looking for an experienced Care Coordinator to join our Referral Management team. This role would be responsible for supporting patients throughout their care journey, monitoring patient engagement, identifying potential barriers to care, and coordinating with Talkspace providers and facilities when patients require additional support or a transition to a higher level of care. We are looking for someone who is highly organized, patient-focused, proactive, comfortable managing multiple patients and priorities, and is passionate about making a meaningful impact and bringing their talents into a “for purpose” space. To work at Talkspace, you need to be as passionate as we are about our work, and excited to partner with us on delivering quality mental healthcare.

This is a remote position based on Eastern or Central time. Talkspace Headquarters is located in NYC.

What You’ll Do

• Patient Support & Activation
• Monitor patient lead-up requirements and paperwork to help ensure patients are prepared for their first appointment.
• Follow up on outstanding patient requirements and identify barriers that may prevent timely activation.
• Ensure patient accounts are activated and ready for care in accordance with established workflows.
• Provide patients with clear information regarding next steps, appointments, and care coordination processes.
• Respond to patient questions and concerns and ensure appropriate follow-through.
• Patient Engagement & Care Journey
• Monitor patients throughout their initial care journey and support continued engagement with care.
• Conduct outreach and follow-up activities to monitor patient engagement during the first 30 days of care.
• Identify patients who may be at risk of disengagement and take appropriate action to support continued participation in care.
• Follow up on missed appointments and coordinate with appropriate internal teams to address barriers to care.
• Monitor and help ensure patients are not incorrectly billed for missed first appointments by following established processes and escalating issues as needed.
• Maintain accurate and timely documentation of patient outreach, engagement, and follow-up activities.
• Escalation & Step-Up in Care
• Support the identification and coordination of patients who may require escalation or transition to a higher level of care.
• Coordinate with Talkspace providers and patients to facilitate a safe and smooth transition back to an appropriate UHS facility when additional or higher-level care is needed.
• Work with internal stakeholders to identify the appropriate UHS facility based on the patient's needs and circumstances.
• Contact UHS 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 through completion.
• Escalate complex patient, scheduling, or operational issues to the Care Coordinator Manager or appropriate clinical team members.
• Team Collaboration
• Work closely with Care Coordinators, Care Coordinator Managers, providers, and internal operational teams to support patient needs.
• Collaborate with Talkspace providers and UHS 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 and recommendations to improve patient support and care coordination processes.
• Participate in team meetings, training, and ongoing process improvement initiatives.
• Documentation & Quality
• 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 applicable privacy and compliance requirements.