Care Coordinator

Manatee•,

19d•Remote

About The Position

Manatee is a family-first, virtual clinic providing child, family and parent therapy, and tools to empower modern families. As our Care Coordinator, you'll take the lead in guiding families through their mental health journey, providing personalized support, and connecting them to the right resources - making a direct impact on children and families across the US. You're the front door and guide for families at Manatee. You'll handle scheduling onboarding and stay with families as their trusted navigator. You’ll have check-ins, connecting them to resources, and helping them actually use the tools we provide.

Requirements

3+ years in customer support, care coordination, case management, or client services
Startup experience in a high growth environment required (you need to know how to build while you run)
Experience working with families navigating child mental health challenges
Hands-on experience with scheduling, billing, and CRM/EHR systems
Strong relationship-building skills: you can hold space for an anxious parent and immediately pivot to fixing a billing error
Tech-savvy and comfortable guiding others through digital tools
Solution-oriented, proactive, scrappy — you see what's broken and fix it without being asked

Responsibilities

Schedule intakes for incoming families, including initial 30-minute consultations to assess family needs, determine fit, answer questions, and provider match
Support families with scheduling across multiple provider calendars and onboard families to the Manatee app: set up accounts, walk them through features, troubleshoot tech issues
Maintain CRM/EHR documentation for all family interactions
Follow SOPs for communication, escalations, and care transitions
Check-in with parents to assess progress, celebrate wins, identify barriers
Provide proactive, on-demand support via app messaging
Help families navigate both Manatee resources (self-guided courses, goal-setting tools, digital content) and external community services
Build trust-based relationships through empathetic listening and consistent follow-through