Care Coordinator Manager

Talkspace • New York, NY

11d • $75,000 - $95,000 • Remote

About The Position

Talkspace is seeking an experienced Care Coordinator Manager to lead a team supporting patients across their care journey, including activation, appointment preparation, ongoing engagement, discharge support, and transitions to a higher level of care. The manager works with patients, providers, UHS facilities, and cross-functional partners to address barriers to care, coordinate transitions, and provide consistent support. The role also partners with Clinical, Quality, Product, Network, Operations, Network Strategy, and Client Experience teams to improve engagement, develop standardized workflows, and build scalable care coordination capabilities.

This is a remote position based on Eastern Time. Talkspace Headquarters is located in NYC.

Requirements

• 3+ years of experience in healthcare operations, care coordination, patient engagement, case management, project management, or a related field.
• Experience managing teams responsible for patient or member outreach and engagement.
• Strong understanding of patient care journeys, care transitions, and coordination between levels of care.
• Experience developing or improving operational workflows, processes, and team procedures.
• Experience using performance metrics and data to monitor team effectiveness and identify improvement opportunities.
• Strong organizational and project management skills, including the ability to manage multiple priorities and initiatives.
• Strong critical thinking, problem-solving, and decision-making skills.
• Ability to identify operational challenges, anticipate barriers, and develop practical solutions.
• Excellent written and verbal communication skills for working with patients, providers, facility stakeholders, and internal teams.
• Ability to work cross-functionally with Clinical, Quality, Product, Network, and Operations teams.
• Strong attention to detail, accuracy, accountability, and follow-through.
• Ability to work independently and own initiatives from planning through implementation.
• Comfort working in a fast-paced, evolving healthcare environment and adapting to changing priorities.

Nice To Haves

• Active, independent clinical licensure (such as social work or counseling) and 3–5 years of clinical experience preferred.
• 1+ years of people management experience or demonstrated experience leading and developing teams.
• Experience within healthcare systems, behavioral health, telehealth, or a distributed provider network.
• Familiarity with HEDIS measures, patient engagement metrics, or other healthcare quality measures.

Responsibilities

• Lead, manage, and develop a team of Care Coordinators, setting performance expectations and providing coaching, feedback, and professional development.
• Monitor team performance, productivity, quality, patient engagement, call completion, outreach, and follow-through; identify trends and implement improvements.
• Ensure consistent use of care coordination workflows, processes, and patient engagement standards.
• Oversee patient activation and support, including lead-up paperwork, timely account activation, pre-appointment outreach, and engagement during the first 30 days of care.
• Ensure appropriate follow-up for missed appointments and help prevent inappropriate billing related to missed first appointments.
• Support discharge planners and help facilitate continuity of care and successful transitions.
• Identify barriers that may prevent patients from accessing or remaining engaged in care.
• Oversee identification of patients who may need escalation or transition to a higher level of care.
• Coordinate transitions with Talkspace providers, patients, and appropriate UHS facilities, including facility selection, scheduling, communication, and follow-through.
• Partner with Clinical and Quality teams to establish standardized escalation and step-up care workflows and protocols.
• Monitor care-transition trends and operational barriers and recommend improvements.
• Establish team success metrics and performance goals aligned with patient and business outcomes.
• Monitor patient engagement and HEDIS-related measures, including the percentage of appointments attended within 7 and 30 days.
• Review performance data and implement action plans to improve team performance and patient engagement outcomes.
• Partner with Product, Clinical, Quality, and Network teams to improve care coordination capabilities, patient workflows, and outreach plans.
• Provide operational and user insights for care coordination tools and technology, including a Care Coordinator-specific arm, profile, or workflow within the referral tool.
• Identify opportunities to use technology, automation, and improved workflows to increase efficiency and patient engagement.
• Build and maintain relationships with Talkspace providers and UHS facility stakeholders, communicate operational needs and trends, and coordinate cross-functional initiatives.
• Perform other related duties as assigned and provide operational and strategic support to Network Strategy and Client Experience teams as needed.

Benefits

• Comprehensive medical, dental, and vision plans.
• Pre-tax HSA/FSA benefits.
• 401(k) retirement savings program with matching up to 4%.
• Voluntary benefits, including disability, basic life, and pet insurance.
• Monthly wellness stipend.
• Flexible PTO.
• Remote-first environment.
• Wellness workshops and team-building events.
• Free access to Talkspace products for the employee and one household member, plus a friends and family discount.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed