Care Coordinator - Nebraska

About the role

The Care Coordinator supports customers by using the Unite Us Platform and providing the support and guidance needed to deliver high-quality Care Coordination. Care Coordinators are platform experts who interact directly with clients seeking services and with the partners that provide resources and support to Care Coordination customers’ clients.

Responsibilities

• Client Intake, Outreach & Screening
• Follow contractual requirements for Care Coordination customers' clients seeking assistance in areas such as housing, transportation, health, employment, benefits, financial assistance, and other services.
• Conduct intake and needs assessments for clients seeking assistance.
• Use data from Unite Us' proprietary social connector/population insights tools, proactively reach out to clients identified as likely having social or health-related needs, conduct screenings, and connect them with resources, such as housing, transportation, health, employment, benefits, financial assistance, and other services.
• Referral & Care Coordination
• Connect clients with the most appropriate services based on individual needs, eligibility, and geographic preference, informed by first-hand knowledge of the provider network, not just a generic resource list.
• Monitor customer and partner referrals to support timely action, appropriate outcomes, and successful client connection to services.
• Conduct follow-up with clients and service providers to confirm receipt of services/benefits, and, where applicable by contract, work with clients toward their health goals to ensure recommended actions are completed.
• Correspond directly with service providers to facilitate a seamless experience for clients navigating services.
• Network Relationship Management & Network Health Monitoring
• Build and maintain working relationships with CBOs and other providers on the Unite Us platform, serving as a trusted point of contact and a resource for the network.
• Provide supportive, constructive feedback to CBOs serving Care Coordination clients to ensure network standards are met.
• Own Network Health Monitoring responsibilities: identify referral trends, partner responsiveness concerns, service gaps, and workflow barriers that could impact care coordination outcomes.
• Proactively engage CBOs to clean up and maintain accurate referral data and organization records on the platform, ensuring the network remains reliable and up to date.
• Share network observations, referral barriers, and partner engagement insights with leadership and cross-functional teams to support network health, customer goals, and continuous improvement.
• Platform & Subject-Matter Expertise
• Continuously expand knowledge of national and local community resources, services, and programs to deepen understanding of community needs and build relationships with other users of the Unite Us platform.
• Maintain strong working fluency in the Unite Us platform and its tools, including TalkDesk (Unite Us' telephony partner) for making and receiving client calls.
• Team Collaboration & Performance
• Work and produce exceptional results independently, with little oversight or direction.
• Identify and promote opportunities for improved efficiency or other enhancements that benefit the Care Coordination team at large.
• Regularly contribute to additional workgroups, special projects, training/enablement, and cross-department meetings when called upon by leadership due to consistent high performance and reliability.
• Exceed department KPIs related to quality assurance, meeting customer goals/expectations, delivering high-caliber customer service, and efficiently managing referrals and call volume.
• Support fellow Care Coordinators to ensure contractual obligations (call volume, response time, etc.) are met or exceeded.

Qualifications

No specific education requirements. Relevant experience and skills will be prioritized. Board-certified case manager (CCM®) or the ability to obtain certification is a plus. Bilingual Spanish a plus. Experience in a Care Coordinator, Care Navigator, case management, community health worker, social work, or related role preferred. Experience navigating social services, coordinating referrals, or supporting clients in areas such as housing, transportation, health, employment, benefits, financial assistance, or related needs preferred. Experience monitoring referrals, following up with service providers, identifying service gaps or barriers, and supporting timely client connection to resources. Preferred: Experience reviewing referral activity, partner responsiveness, network trends, or other performance indicators to support network health, customer goals, and care coordination outcomes.