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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 Manager to join our Referral Management team. This role would be 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.

We are looking for someone who is a strong, patient-focused leader with excellent organizational and problem-solving skills, who 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 Time. Talkspace Headquarters is located in NYC.

What You’ll Do

• Care Coordinator Team Management
  • 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.
• Patient Support & Engagement
  • 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.
• Escalation & Step-Up 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.
• Performance & Quality Management
  • 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.