Clinical Operations and Care Coordination Associate

University of Texas at Austin•Austin, TX

31d•Hybrid

About The Position

The Texas Child Health Access Through Telemedicine (TCHATT) Clinical Operations and Care Coordination Associate will work as part of an interdisciplinary, team-based program that cares for patients enrolled in the TCHATT program at Dell Medical School. TCHATT provides telemedicine or telehealth programs to school districts to help identify and assess the behavioral health needs of children and adolescents and provide access to mental health services. This is a state-funded position sponsored by the Texas Child Mental Health Care Consortium (TCMHCC). TCMHCC was created by the 86th Texas Legislature to leverage the expertise and capacity of the health-related institutions of higher education to address urgent mental health challenges and improve the mental health care system in this state in relation to children, adolescents, and perinatal women. A flexible working arrangement agreement can be accommodated based upon the needs of the program and with supervisor approval. This position may require occasional work on-site for some of the scheduled work week. Remote work will require reliable internet access and a suitable private workspace free from distractions. This position has an end date of 8/31/2026, but may be renewable based upon availability of funding, work performance, and progress toward goals. Funding is expected to continue. The Clinical Operations and Care Coordination Associate will help children and families navigate through the TCHATT program, assist in connecting them to providers in the community if needed, and maintain confidentiality of information in all aspects of care. This position will also be responsible for creating patient charts and scheduling and managing telehealth appointments for patients in electronic health records. The Clinical Operations and Care Coordination Associate will collaborate with internal and external stakeholders to provide excellent customer service while adhering to department standards and develop sustainable pathways for referrals and enhancing processes.

Requirements

Bachelor's degree in social work, psychology, education, or a related field.
Three (3) years of professional experience working in a health care or educational (preferably K-12) setting.
Excellent oral and written communication skills.
Proficiency in electronic systems including, but not limited to, Google Suite, Trayt, Slack, Athena, Calendly.
Relevant education and experience may be substituted as appropriate.

Nice To Haves

Master's degree in social work, psychology, education, or a related field.
Knowledge of managed care, medical terminology, patient referral processes, claims, CPT coding, and educational practices supporting mental health and social emotional learning.
Experience working with pediatric behavioral and mental health patient populations in medical, mental health, educational, or related settings.
Experience developing, refining, and evaluating patient care plans or student education plans.
Able to prioritize, plan, communicate effectively with an interdisciplinary team, respond to multiple requests in a limited time frame, and handle multiple tasks/demands simultaneously.
Demonstrated ability to be flexible and adaptable to change.
Bilingual (English/Spanish) language proficiency.

Responsibilities

Work in an interdisciplinary model alongside pediatric psychiatrists, psychologists, other licensed mental health professionals, and operational staff to support students and families, helping them navigate treatment recommendations and clinical care.
Gather relevant clinical background and referral information to create client charts in the electronic health records, ensuring accuracy in entering and documenting protected health information.
Support families who need extra assistance, especially those facing language barriers or difficulty accessing virtual telehealth services, via phone, email, or during clinical visits.
Ensure accuracy in entering and documenting protected health information and follow workflows and processes closely to avoid error and ensure efficiency.
Complete documentation in the clinical record related to interaction with individuals served, families, and other service providers in an accurate and timely manner, and in accordance with professional ethics and with both federal and state regulations.
Act as a liaison to all stakeholders, supporting customer service needs including scheduling, rescheduling, referrals, records management and requests, and questions related to TCHATT services.
Work with care coordinators, supervisors, and clinicians to avoid scheduling conflicts and ensure accurate appointment information and patient data is managed appropriately.
Coordinate with TCHATT professionals, schools, and families to minimize obstacles and enhance both patient and provider satisfaction.
Facilitate effective student transitions to community organizations for long-term care, if needed.
Complete appointment confirmation calls, ensuring patients attend their appointment, and support with rescheduling requests.
Respond to stakeholder inquiries and requests in a timely manner via phone, text, email, virtual calls, and other program platforms.
Oversee internal and external communication related to patients' clinical services, discharge plans, and school collaboration among team members, patients, guardians, and school staff.
Support team members in disseminating appropriate referral information.
Document information in the electronic medical record. Collaborate with graduate assistants and/or interns to maintain a community resource database for external referrals, locating student referrals and problem-solving complex cases.
Follow policies around documentation standards and timelines, processing internal and external requests, and identify solutions to issues or complications that may arise related to patient care.
Develop and deliver TCHATT trainings for new hires and school staff. Additionally, perform other duties and special projects as assigned.