Care Coordinator

About the role

• Location: Delray Beach, FL
• Department: Care Coordination
• Employment Type: Non-Exempt
• Make an Impact in Mental Healthcare

Greenbrook Mental Wellness Centers is seeking a Care Coordinator to serve as a critical link between prospective patients and life-changing treatment. In this role, you'll guide individuals through their mental health journey-from initial consultation through treatment readiness-while delivering an exceptional, compassionate experience.

This is an ideal opportunity for someone who thrives in a fast-paced healthcare environment, enjoys patient interaction, and is motivated by improving access to mental health care.

Essential Duties/Responsibilities

• Provides educational consultations and financial resource counseling to prospective patients, ensuring clear and consistent communication throughout the conversion experience.
• Reviews available insurance benefit information, educates patients on anticipated financial responsibility, and collaborates with internal teams to support an informed patient experience.
• Uses motivational and clinical interviewing techniques to collect patient information on general medical, social, and psychiatric history for appropriate clinical documentation.
• Compiles and uploads all consultation and other patient documents to relevant internal systems for appropriate record-keeping and reference.
• Manages patient progression from consultation through assigned scheduling milestones, proactively addressing scheduling, insurance, and patient-related barriers.
• Completes timely, accurate handoffs to the assigned Case Manager, ensuring all required documentation and outstanding patient needs are communicated.
• Coordinates and schedules patient appointments in accordance with organizational workflows and provider availability while maintaining accurate patient records.
• Identifies when consultations are not attended and/or patients are not progressing within their respective pipeline and assigns follow-up to the appropriate party.
• Maintains accurate and timely patient data across Salesforce and AdvancedMD, including consult documentation, scheduling status, pipeline progression, and communication logs.
• Maintains knowledge of current and evolving insurance criteria and collaborates with key stakeholders to communicate relevant changes throughout the organization.
• Escalates patient concerns and/or incidents to management and/or providers as appropriate.
• Collaborates closely with Case Managers, Authorization Specialists, providers, center staff, revenue cycle teams, and other cross-functional partners to support timely patient progression into treatment.
• Maintains consistent, responsive communication with prospective patients through phone, email, text, and EHR messaging to support timely scheduling and conversion.
• Completes and maintains all required training and certifications associated with the position and organization.
• Adheres to and upholds all applicable federal and state compliance requirements, the Greenbrook TMS Code of Conduct, the Greenbrook TMS HR Manual, policies and procedures, and applicable healthcare fraud, waste, and abuse laws.
• Understands, complies with, and enforces all Greenbrook TMS policies, procedures, codes of conduct, and OSHA and HIPAA privacy rules.
• Other related duties as assigned.

Knowledge, Skills, and Abilities

• Strong commitment to the provision of outstanding patient care, as well as internal and external customer service.
• Capacity to maintain professionalism (both in appearance and demeanor) while interfacing compassionately and appropriately with a diverse patient population in a mental-health setting.
• Excellent organizational skills with acute attention to detail.
• Ability to prioritize and manage multiple responsibilities with a focus on time and change management.
• Enthusiastic self-starter with willingness to learn and provide flexible support as needed.
• Dedication to collaborative teamwork and creative problem-solving.

Education and Experience

• Bachelor's degree in business, healthcare management, marketing, psychology, or another related field preferred (High School Diploma, Associate Degree, Medical Assistant or other clinical certification may be considered with additional years of appliable work/managerial experience).
• At least three (3) years of experience working in a mental health office setting or other patient care specialty practice preferred.
• Proficiency in Microsoft Office applications and EHR systems, preferably AdvancedMD and SalesForce.
• Knowledge of marketplace insurance payers and medical necessity guidelines highly recommended but not required.

Physical Requirements

• Located in a fast-paced, clinical office environment with a noise level that is generally moderate.
• Regular use of standard office equipment (including computers, phones, photocopiers, filing cabinets, fax machines, etc.)
• Regular periods of sitting, standing, bending, walking, seeing, talking, and listening.
• Full range of body motion including complete manual and finger dexterity, as well as effective hand-eye coordination.
• Adequate visual acuity including ability to read information.
• Regular requirement to reach with hands/arms, stoop, kneel, or crouch.
• Regular requirement to push, pull, lift and/or move up to 15 pounds.
• Ability to operate a motor vehicle with a valid driver's license.

Additional information

*Applicants must be authorized to work for any employer in the US. We are unable to sponsor or assume responsibility for employment visa/work authorization at this time.

Benefits

Statement: Selected candidate will be eligible to participate in the Company's employee benefit plans, which currently include: health insurance; dental insurance; vision insurance; optional supplemental medical insurance; health savings and flexible spending accounts; company-paid life insurance and additional voluntary life insurance; company-paid short term disability and long term disability insurance; participation in a 401(k) savings and investment plan with company contribution; and paid time off for non-exempt salaried employees is calculated as.625 per pay period worked for vacation time and.29166 per pay period for personal time.

• Full-time exempt employees will be eligible for Flex-PTO, which allows time off without accrual.
• If applicable and required under state law, the successful candidate will also be eligible for paid sick leave.
• These benefits are subject to plan terms, company policies and are subject to change.