Care Coordinator

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.
• 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.
• Other Responsibilities
• Performs other related duties as assigned.
• Provides operational and patient support to the Care Coordination team as needed.

About You

• High school diploma or equivalent required; associate or bachelor's degree in healthcare, social services, business, or a related field preferred.
• 1–2 years of experience in care coordination, patient support, customer support, or case management.
• Strong written and verbal communication skills, with the ability to communicate effectively with patients, providers, and facility stakeholders.
• 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, with the ability to identify barriers and determine appropriate next steps.
• 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.

Bonus Points

• Experience working directly with patients or members in a healthcare or service-oriented environment preferred.
• Experience with healthcare, behavioral health, telehealth, or provider networks preferred.
• Familiarity with patient engagement, care transitions, or coordination between levels of care preferred.

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
• PTO and 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!

Compensation

At Talkspace, we believe that pay transparency during the interview process is a critical part of diversity, equity, and inclusion. Our salary bands are based on internal and external compensation benchmarks, which we regularly evaluate to ensure we pay competitively.

The hourly range for this role is between $20 - $25/hr. Within the range, leveling corresponds to each candidate’s relevant experience, skills as assessed during the interview process, education, and applicable certifications.

Why Talkspace?

Talkspace is the world’s leading online therapy company, serving over 2 million users looking to begin their wellness journey through tele-health. According to the World Health Organization, close to 1 billion people worldwide live with a mental disorder, and on average more than 75% with mental, neurological, and substance use disorders receive no treatment for their condition at all. Additionally, one-third of the world’s population – 2 billion people – live in countries that spend less than 1% of their health budgets on mental 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 EMPLOYER

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.

How do we define Diversity, Equity, Inclusion, and Belonging at Talkspace?

Diversity

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

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

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

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.