Sr. Care Coordinator (Behavioral Health)

SCAN Health Insurance • Long Beach, CA

19d • $25 - $35 • Remote

About The Position

The Sr. Care Coordinator (Behavioral Health) contributes to the care and well-being of SCAN members and supports their ability to age in place. The role collaboratively assesses, plans, coordinates, and monitors members’ holistic needs, including behavioral health and psychosocial needs. It provides guidance and care coordination to reduce barriers to care, improve engagement, and support continuity across behavioral health and medical services. Core areas include processing referrals and services, connecting members to appropriate resources, supporting healthcare-system navigation, and resolving escalated issues with compassion and efficiency.

The coordinator is a point of contact for members, providers, and medical groups regarding benefits and programs; connects members with behavioral health services and social supports; and addresses complex psychosocial and access issues. The role uses advanced motivational interviewing and de-escalation techniques, educates members and caregivers about behavioral health options, coordinates with care teams and providers, and follows up to support appointment access and continuity of care.

The position maintains timely, accurate documentation across multiple systems, contributes to procedures, workflows, job aids, and training materials, and serves as a subject matter expert. It works under minimal supervision, handles complex cases, collaborates across internal and external teams, and supports SCAN’s vision and goals. This is a remote role with a schedule of 8 a.m. to 5 p.m., Monday through Friday, Pacific Time.

Requirements

• High school diploma required.
• At least 5 years of experience working in managed care, a healthcare environment, or behavioral health case management.
• Advanced technical skills for the functional area.
• Basic problem-solving skills.
• Good communication and interpersonal skills.
• Ability to use advanced motivational interviewing techniques, including de-escalation, to understand and address member concerns.
• Ability to work in an environment where continuous coaching and feedback are standard practice.
• Ability to proactively seek answers, work independently, and serve as a subject matter expert to troubleshoot member issues.
• Strong written and verbal communication skills.
• Strong organizational and critical-thinking skills.
• Ability to collaborate effectively within a multidisciplinary team and with provider partners.
• Ability to maintain confidentiality appropriately.
• Strong knowledge of medical terminology and abbreviations.
• Deep understanding of CMS and DHCS regulations, including Special Needs Plan requirements.
• Deep understanding of local community resources for seniors.

Nice To Haves

• Some college preferred.
• At least 2 years of experience working with seniors and working remotely strongly preferred.
• Bilingual Spanish strongly preferred, including conversational oral, reading, and writing skills; testing may be administered if applicable.

Responsibilities

• Perform general and behavioral health screenings and provide appropriate referrals, completing initial screenings promptly after receiving new referrals.
• Participate in special projects and, when needed, serve as a SCAN liaison with behavioral health providers.
• Serve as a point of contact for members, providers, and medical groups regarding benefits and programs, including exploring behavioral health provider preferences with members and care teams.
• Connect members to behavioral health services and social supports, and troubleshoot complex psychosocial and escalated access issues.
• Use advanced motivational interviewing to understand member goals and concerns, improve engagement, and de-escalate situations to reduce conflict and avoid grievances.
• Educate members and caregivers about behavioral health care options and journeys to support informed decisions and follow-through.
• Coordinate care using knowledge of member benefits, internal and external teams, action plans, and community resources to resolve access issues and support positive outcomes.
• Contact behavioral health providers to identify appointment availability, assist with scheduling as needed, and follow up after initial appointments to confirm needs are met and continuity is supported.
• Facilitate communication among members, providers, and care teams to coordinate care.
• Complete timely and accurate screenings, care plans, service plans, case notes, service requests, and behavioral health navigation documentation across computer systems.
• Document interactions, progress, and outcomes in the EMR and tracking database, and submit required documentation within established timeframes and department procedures.
• Apply organizational, analytical, critical-thinking, and leadership skills to resolve issues and assist team members with members, providers, vendors, and other departments.
• Educate SCAN network providers as needed on contract requirements and their ability to serve SCAN members.
• Collaborate with medical groups, SCAN network teams, and care teams to resolve authorization and contract-related barriers to timely access.
• Maintain professionalism and empathy, including de-escalating sensitive or tense situations with members and provider partners.
• Use and help develop department procedures, workflows, job aids, and training materials related to behavioral health navigation, referral tracking, and access-to-care processes.
• Identify process barriers and bring potential solutions or revisions to the supervisor or manager.
• Serve as a subject matter expert on team processes and support other teams.
• Handle complex behavioral health access, referral coordination, and continuity-of-care issues under minimal supervision, referring only the most complex issues to higher-level staff.
• Actively support SCAN’s vision and goals and perform other duties as assigned.

Benefits

• Annual employee bonus program.
• Robust wellness program.
• Generous paid time off.
• Eleven paid holidays per year, plus one floating holiday and one birthday holiday.
• 401(k) retirement savings plan with employer match and contribution.
• Employee recognition program.
• Tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED