Behavioral Health Care Coordinator

About the organization

Point32Health is a nonprofit health and wellness organization focused on delivering accessible, affordable, high-quality care. It supports nearly 2 million members and combines the heritage of Harvard Pilgrim Health Care and Tufts Health Plan. The company emphasizes community-minded service, inclusion, and equitable access to healthcare outcomes for people from all backgrounds.

Role overview

The Care Management Care Coordinator is a core member of the Care Management team and helps keep a complex medical network running smoothly. The position includes outreach, case assignment, inbox and referral handling, and other operational support tasks. The role requires strong planning and prioritization skills, along with consistent communication with both internal teams and outside contacts.

What you will do

• Assist the general case management workflow within the department.
• Start outreach efforts and record activity in the electronic record and/or member referral status.
• Recognize when issues need to be escalated to avoid missing deadlines for provider denials and information requests.
• Monitor member needs during the defined intervention window and complete follow-up work on time.
• Educate and coach members, families, and caregivers on follow-up care, health status, transition-of-care goals, and insurance benefits.
• Help members arrange appointments, tests, screenings, and transportation.
• Support special projects and outreach campaigns.
• Coordinate care with outside vendors and other stakeholders as needed.
• Perform administrative duties such as accurate data entry into MedHok, Casetrakker, Jiva, and other tracking systems.
• Complete clerical work and Right Fax tasks when required.
• Set task priorities effectively and meet all deadlines.
• Handle multiple assignments at once when several deliverables are due.
• Flag concerns and escalate them to a Team Leader when appropriate.
• Support quality-related clinical initiatives and program development.
• Take part in outbound calls to members who may have quality triggers.
• Provide process support for responsibilities specific to the assigned service operations area.
• Attend scheduled meetings and assigned training sessions.
• Carry out other assigned projects and duties.

Requirements

• High school diploma is required.
• An associate degree in business or a related administrative or clinical field is preferred.
• At least 3 to 5 years of experience in a professional setting is required.
• Background in healthcare, especially managed care, is strongly preferred.
• Internal candidates must have experience using Casetrakker, JIVA, or MedHok.
• External candidates must be able to become proficient in Casetrakker, JIVA, or MedHok within 3 months of training.
• Strong understanding of clinical services departments and the organization’s structure to route issues quickly and correctly.
• Solid computer skills, especially with Microsoft Word, Excel, email, and intranet tools.
• Experience with PowerPoint, Access, Visio, and similar software is an advantage.
• Ability to work independently and collaborate across teams and organizational levels.
• Strong commitment to customer service excellence.
• Clear written and verbal communication skills.
• Ability to identify urgent situations and follow established protocols.
• Comfort handling competing demands and multiple priorities within defined procedures.
• Strong organizational skills for managing routine work and varied tasks while maintaining service quality.
• Flexibility to take on added workload and coverage needs to meet strict departmental deadlines.
• Sound judgment and the ability to communicate effectively in a telephonic and remote work setting.

Working conditions and additional requirements

• Must be able to work in normal office conditions and from home when needed.
• The role may involve using a phone or headset and computer/keyboard at the same time, as well as sitting for long periods.
• Additional hours beyond the standard schedule may be required.
• The work environment is fast-paced and requires independent handling of multiple demands.
• The position may be based in a cubicle hoteling setup and remote environment, with distractions from nearby voices and work sounds.
• Must be able to enter data while listening and typing information during telephone conversations.
• May need to carry materials weighing 5 to 25 pounds over a distance of about 100 yards between business areas.
• Requires fine motor skills for keyboard use and the ability to work at a display monitor for extended periods.

Compensation and benefits

The posted salary range for this role is $23.47 to $35.21 per hour. The company notes that pay is determined by the scope of the role, the candidate’s skills, education, training, credentials, experience, and internal equity. Variable pay may also be available, and eligibility for bonuses, commissions, and benefits is subject to company discretion and legal requirements.

The benefits package currently includes medical, dental, and vision coverage; retirement plans; paid time off; employer-paid life and disability insurance with optional buy-up coverage; a tuition program; well-being benefits; and a broader set of offerings to support career growth, family health, and financial wellness.

Equal opportunity and fraud notice

All applicants are considered without discrimination based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Applicants should be cautious of impersonation scams. The company does not ask candidates to pay fees for applications, offers, or workplace equipment. Questions about suspicious recruiting activity can be directed to TA_operations@point32health.org.

Disclaimer

This summary describes the general nature and level of work expected for the position. It is not a complete list of duties, responsibilities, or skills. Management may add to or change the job duties at any time.