Case Manager (Saturday & Sunday 12AM - 12:30PM)

About the Role

Under the supervision and direction of the Manager of Case Management, the Case Managers must be comfortable working within structured schedules, queue-based coverage expectations, and real-time service demands. This remote position reviews candidates across the country and operates in a call center environment with structured scheduling requirements, including evening, weekend, holiday, and crisis rotation coverage to support 24/7 service needs.

Responsibilities

• Provide telephonic and virtual case management, care coordination, crisis support, and member navigation.
• Take CrisisNow calls during assigned coverage times and provide immediate support to callers presenting through the CrisisNow Line.
• Remain available in queue while awaiting CrisisNow calls or other assigned call center responsibilities.
• Assess for imminent risk of harm to self or others and escalate to emergency services, local authorities, 988, licensed leaders, or internal leadership when appropriate.
• Provide crisis intervention, emotional support, de-escalation, safety planning, and resource connection.
• Serve as a key member of the Crisis Response Team, supporting providers during life-threatening emergencies and other urgent safety concerns.
• Review and respond to flagged Peer Community and TimelyGuide posts, including safety-related flags, concerning content, and posts requiring outreach or escalation.
• Escalate imminent or high-risk concerns to licensed clinical leaders and appropriate internal teams so immediate care can be provided.
• Coordinate care with TimelyCare providers, school counseling and health centers, external providers, community resources, and other support systems.
• Develop, support, and monitor individualized care plans based on member needs, provider assessments, risk factors, and available resources.
• Advocate for members to receive the right level of care, including higher levels of care when telehealth is not appropriate.
• Support members with complex needs, including psychiatric, mental health, substance use, medical, social, academic, and basic needs concerns.
• Monitor member progress and recommend adjustments to care plans when needs change.
• Provide education, support, and advocacy to members and, when appropriate, families or support systems.
• Assist with medication coordination between TimelyCare providers and outside providers.
• Support referrals, scheduling, administrative needs, and care navigation for members, providers, and external partners.
• Serve as a liaison between members, TimelyCare providers, customer support, care coordination, campus partners, and community resources.
• Support faculty and staff guidance calls related to student well-being concerns.
• Monitor case management triggers, including medical complexity, mental health risk, utilization concerns, high-risk diagnoses, care progression needs, basic needs, PHQ-9 item 9 endorsement with no-show, and higher-level-of-care needs.
• Maintain accurate, confidential, timely, and secure documentation of calls, interventions, outreach, safety planning, care coordination, and follow-up.
• Use video conferencing, phone, email, SMS, EHR systems, and other technology platforms to coordinate care and communicate effectively.
• Perform other clinical, operational, technical, and administrative duties as assigned.
• Manage workload, queue responsibilities, documentation, and follow-up tasks effectively within a structured call center environment.

Requirements

• Master’s degree in the mental health field, such as professional counseling, social work, marriage, and family therapy, or a related field, required.
• Active and unrestricted clinical license preferred or required based on role scope and business need.
• 3-5 years of experience in a clinical setting with direct patient care in a call-center environment, crisis management and intervention, case management, and care coordination.
• Experience working with clients with a broad range of complex psychiatric, mental health, substance abuse, and medical disorders.
• Experience in crisis intervention and case management within a call center, telephonic, or virtual care environment.
• Comfort working in crisis-level situations, including suicide risk, safety concerns, de-escalation, mandatory reporting concerns, emergency escalation, and care coordination during urgent events.
• Knowledge and experience implementing crisis intervention techniques at the individual, organizational, and community level.
• Strong understanding of telehealth best practices, documentation standards, confidentiality, and member-centered care.
• Excellent customer service skills and strong verbal and written communication skills.
• Ability to work within structured schedules, queue-based responsibilities, and time-sensitive operational expectations.
• Strong time management skills, with the ability to balance calls, queue coverage, flag reviews, documentation, crisis response, and case management follow-up.
• Adaptability to quickly changing priorities, student needs, provider needs, and operational demands.
• Proficiency, or ability to quickly learn, in productivity and care platforms such as Microsoft Office, Google Suite, Zoom, Slack, Zendesk, Electronic Health Record systems, and TimelyCare administrative platforms.
• Bilingual skills are a plus, but not required.

Benefits

• Paid Company Holidays + No work on your birthday.
• Flexible PTO + Volunteer Time Off (VTO) as an organization to give back to the community.
• Variable bonus eligibility on a quarterly basis.
• Company-sponsored Health Insurance (Medical, Dental, Vision) + Pet Insurance.
• Company-paid group Life Insurance + Company-paid Short Term Disability.
• Concierge benefit support services.
• 401(k) with employer match.
• Free access to TimelyCare virtual medical and mental health support.
• Mission-Driven Purpose with a Supportive Team Culture.