Location: Remote (must be located in the U.S.)
Employment type: Full-time W2
Team: Clinical Operations & Care Delivery

QUALIFICATIONS

You’ll be a great fit if you:

• Clinical Experience: Are a Master’s-level behavioral health clinician, inclusive of pre-licensed professionals.
• Clinical Acumen: You have a deep understanding of trauma-informed care and best practices. This role requires the ability to communicate sensitive information with empathy and compassion to patients, our clinical team, and external providers.
• Care Coordination: Proven experience in case management or care coordination is essential. This includes assessing patient needs, developing personalized service plans, and coordinating with multiple providers to ensure comprehensive, high-quality care.
• Adaptability & Problem-Solving: As part of an early-stage startup, you must be comfortable with rapid change and creating processes from scratch. You’ll be instrumental in developing new workflows and protocols, not just following established ones.
• Technological Proficiency: You must be proficient with electronic health records (EHRs) and other healthcare software. The ability to quickly learn new systems is critical.
• Organizational Skills: Excellent organizational and time-management skills are required to effectively manage a caseload and track documentation.
• Work Environment: Early stage start-up experience, ideally in healthcare

ABOUT THE ROLE

By acting as a central hub that supports clinicians, enhances patient care, and improves overall workflow, the Care Coordinator will allow the clinical team to do what they do best: providing high-quality therapeutic care. The Care Coordinator is also a vital part of the Clinical Operations department by acting as a crucial link between patients, providers, and the overall administrative system, ensuring operational efficiency, patient satisfaction, and a streamlined patient journey.
You’ll be using your organizational expertise to manage complex schedules and workflows, ensuring every detail is accounted for. And you’ll be doing so as part of a collaborative, mission-aligned team working to expand access to high-quality trauma care.
This role is best suited for someone with strong interpersonal skills, a bias for action, an interest in problem-solving, and is excited to help build a company that puts people first.

RESPONSIBILITIES

• EMR Onboarding & Intake Completion
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• New Patient Packet Management: Proactively reach out to prospective patients to ensure all intake forms are completed accurately prior to intake.

• Troubleshooting EMR Setup: Provide support to prospective patients via Zoom or other outreach methods for EMR access and usage issues.
• Care Coordination & Navigation
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• Coordinate Collateral Calls: Provide initial outreach to all external mental health providers to establish a collaborative touchpoint with Nema, ensuring ROIs have been sent, and educating them on Nema’s treatment program.

• Record clinical collateral: Document important information as given by outside providers. Alert therapists if needed for additional contact to collateral sources.
• Prior Authorization management: Communicate relevant clinical information to health plan partners in order to secure treatment authorization for patients.
• Continuity of Care: Prepare and send discharge summary emails to external providers upon patient completion of intensive treatment, and conduct phone/email outreach if patients prematurely end treatment.
• Referral Management: Coordinate external referrals for follow-up mental health care as indicated by Nema clinicians.
• Manage Phone/Fax Lines: Managing incoming lines, voicemails, and faxes for any non-admissions and billing-related calls.
• Patient Advocacy: Addressing patient concerns via phone and EMR chat, answering non-clinical questions, and escalating complex issues to the appropriate clinical staff.
• Patient Feedback: Collect and relay patient feedback to the appropriate clinical and leadership teams to continuously improve the patient experience.
• Post-Intensive Treatment Coordination
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• Daily Operations Support: Serving as the point person for internal operations support for a variety of miscellaneous items that come up internally on a day-to-day basis. These include questions from the clinical team about scheduling, program policies, special situations, or troubleshooting issues.

• Group Admin Management: Maintain skills group checklist database to ensure patients have uninterrupted access to closed skills-based groups (i.e., ensure patient forms, insurance authorization, patient confirmation, and therapists’ EMR access are all completed prior to the start of a new skills group).
• Group Enrollment Management: Managing new group enrollment, tracking when new group enrollment hasn’t met its minimum number of attendees; sending internal communications to bolster attendance. Manage group postponements, reschedules, and group cancellations as needed.