CASE MANAGER (BSW)

UHS•Guaynabo, Puerto Rico

2d•Remote

About The Position

The Telehealth Case Manager Coordinator supports a fully virtual mental health clinic by coordinating patient care and ensuring timely access to psychiatric and therapeutic services. The role assesses patient needs, schedules telehealth appointments, facilitates continuity of care, and connects patients with licensed providers through secure telehealth platforms. As a primary liaison between patients and clinicians, the coordinator streamlines communication and supports compliance with HIPAA, telemedicine regulations, accessibility requirements, and organizational quality standards. The coordinator provides education and personalized support through the telehealth platform, prepares patients for appointments, assists with registration and payment processes, and helps patients and providers use videoconferencing tools and the EHR. The role also maintains accurate records, tracks referrals and feedback, prepares operational reports, and recognizes urgent situations for escalation through established pathways.

Requirements

Bachelor's degree in social work or psychology.
Two or more years of experience in the health field.
Excellent computer skills.
Knowledge of Microsoft Office.
Proficiency with EHR software and secure communication platforms.
Effective verbal and written communication skills.
Problem-solving abilities and organizational skills.

Nice To Haves

Fully bilingual.

Responsibilities

Coordinate patient care across a fully virtual mental health clinic to facilitate timely access to psychiatric and therapeutic services.
Act as a liaison between providers and patients by providing education, coordinating care, and offering personalized support through the telehealth platform.
Contact patients by phone or secure messaging with reminders, instructions, follow-ups, and other coordination information.
Prepare appointments by gathering required documents, coordinating deductible payments, and working with families to complete pre-visit requirements.
Serve as the first contact for non-emergency matters, including medication refill requests and appointment rescheduling or cancellation issues.
Provide technical education and support to patients and providers on videoconferencing tools and the EHR, troubleshooting connection issues through secure text or phone.
Initiate virtual video visits using Zoom or another designated application and troubleshoot technical or connectivity problems.
Coordinate accessibility services, including interpreter support when needed.
Complete patient check-in by documenting pre-visit information in the EHR, handling registration, verifying insurance eligibility, and confirming or rescheduling appointments.
Confirm appointments and obtain telemedicine consent before visits; verify patient identity and follow safety, privacy, confidentiality, and HIPAA guidelines.
Collect patient payments by sending secure payment links, assisting with online transactions, documenting payments, and explaining expected out-of-pocket costs and billing processes.
Distribute post-appointment patient satisfaction surveys electronically, encourage completion, track responses, and escalate feedback that may improve patient experience or workflow.
Maintain accurate, current patient records and document coordination activities, communications, and administrative tasks according to clinic guidelines.
Receive and verify referrals, request additional information as needed, and track documentation status.
Prepare daily, monthly, or ad hoc operational reports as required.
Maintain proactive communication with patients, providers, administrative staff, and other departments.
Recognize urgent situations and escalate them through established internal pathways.
Communicate professionally and use active listening when engaging with patients and families, including people experiencing frustration or distress.