Senior Coordinator, Care Access

About the role

Senior Care Access Coordinator is a non-clinical senior support role that ensures timely access to behavioral health services through advanced care coordination, member outreach, and problem-solving. This position combines customer-focused support, independent decision-making, and cross-functional collaboration to connect members with appropriate providers and clinical resources, remove barriers to care, and promote continuity of care, positive outcomes, and an exceptional member experience.

Responsibilities

• Member Outreach, Engagement & Care Coordination: Conduct proactive outreach and post-hospitalization follow-up to connect members with behavioral health services, coordinate appointments, and support access to benefits and community resources.
• Build trusted member relationships to assess needs, identify appropriate providers and resources, address barriers to care, and escalate risk concerns to clinical teams when needed.
• Cross-Functional Collaboration & Support: Partner with clinicians, Provider Success, and internal teams to support high-risk member follow-up, provider access, program enrollment, and continuity of care.
• Educate members, providers, and facilities on available services and care management processes while helping resolve access challenges and close care gaps.
• Maintain accurate, timely documentation and manage sensitive member information in compliance with HIPAA and organizational standards.
• Demonstrate operational excellence by navigating multiple systems efficiently, communicating effectively, meeting performance goals, and contributing to a collaborative, member-focused team environment.

Requirements

• Bachelor’s degree in Social Work, Psychology, or other related healthcare field
• OR High school diploma PLUS 4+ years of experience in a healthcare, managed care, behavioral health and/or customer service setting
• 2+ years of experience in a healthcare, managed care, behavioral health and/or customer service setting
• Strong computer proficiency, including the ability to work within multiple systems simultaneously and accurately enter or retrieve data
• Ability to talk and type simultaneously while navigating systems during live member interactions
• Working knowledge of behavioral health or medical terminology
• Strong problem solving, critical thinking, and organizational skills
• Must be organized and able to prioritize, plan, and multi-task balancing competing priorities
• Ability to pass background check upon hire and throughout employment to include criminal felony & misdemeanor search, SSN validation/trace search (LEIE), education report (highest degree obtained), civil upper and lower search, 7-year employment report, federal criminal search, statewide criminal search, widescreen plus national criminal search, health care sanctions-state med (SAM), national sex offender registry, prohibited parties (OFAC) (terrorist watchlist), and a 10-Panel Drug Screen

Skills

• Demonstrated ability to establish trust quickly and motivate members through an engaging motivational approach
• Demonstrate ability to manage difficult conversations and sensitive topics around a variety of member needs and presenting concerns
• Skilled in de‑escalation, reflective listening, and responding appropriately to member needs
• Convey confidence and understanding of member needs and care resources
• Ability to problem solve and arrive at solutions timely and with consideration of the end user in mind

Working Conditions

• High-speed internet service (cable or fiber optic) with minimum download speed of 20 Mbps, upload speed of 5 Mbps, and maximum latency of 100 milliseconds (must be installed before starting) required
• Frequent use of computer and phone systems
• Must be able to constantly remain in a stationary, sitting position, communicate and exchange information with others, inspect information, perform repetitive motions with arms and fingers, interpret data, problem solve, make decisions, organize and plan, and maintain a positive and professional attitude in all situations
• Work is performed from home with company-provided equipment
• Sitting for long periods of time is expected and use of fingers and hands for typing is necessary
• A quiet workspace with minimal background noise for calls

Benefits

• Hourly compensation between $22.00 – $23.50/hr, PLUS an annual performance-based, discretionary incentive
• Comprehensive health benefit options: Medical, dental, and vision coverage
• 401(k) with competitive employer match
• Company-paid life and disability insurance
• Paid parental leave and wellbeing incentives
• Generous paid time off, including volunteer time
• Flexible spending accounts for healthcare and dependent care
• Professional development opportunities and tuition reimbursement
• Remote work flexibility (role-dependent)