Care Access Specialist II

Team: Intake Specialist II

Location: Remote, Oregon, Salt Lake City, Utah, Remote, Washington, Remote, Alaska

Commitment: Full-time

Workplace Type: remote

Salary:

Our Pillars

• Make things easier.
• Forge genuine connections.
• Elevate the standard.

Responsibilities

Own the Outcome
• Take accountability for connecting each person to care. Success is a kept first appointment, not simply a scheduled appointment 
• Close the loop on every opportunity by proactively following up and re-engaging people who have not yet started care
• Respond to new opportunities quickly, with a standard of first outreach within five minutes
Engage and Guide
• Meet people where they are in their care journey and provide the right combination of information, reassurance, guidance, and encouragement to help them move forward
• Build supportive, engaging relationships with people who reach out directly or are referred by a healthcare provider, introducing them to Headlight Health’s mental healthcare services 
• Create a positive and reassuring experience for people taking the step of seeking mental health support
• Facilitate access to client care with the appropriate Headlight clinician based on client specific needs; schedule appointment needs, gather accurate information, and determine the appropriate next steps.
• Keep people informed and comfortable throughout the process, addressing questions, concerns, and barriers as they arise
Facilitate the Client Lifecycle
• Own the onboarding process from first contact through the first kept clinical appointment, including scheduling and collection of required intake paperwork, insurance information, and payment method
• Follow Headlight’s Service Offer Standard and all applicable guidelines when discussing or introducing additional services
• Oversee the management of new clinicians’ clients who are following them to Headlight including waitlist management and scheduling of services as the Clinician onboarding occurs
• Coordinate transfers of care when a client needs a new clinician, communicating changes to the client and facilitating the transition to an appropriate provider
• Connect existing clients with additional Headlight services when recommended by their clinician, coordinating the internal referral and next steps
Keep the System Clean
• Accurately document and maintain client information, interactions, outreach activity, and appointment records
• Partner with clinicians, operations, and other teams to remove barriers, streamline access to care, and improve the client’s experience
• Follow all organizational policies, procedures, and legal and regulatory requirements while maintaining a high standard of care Team
Support & Development 
• Serve as a mentor and resource for new Care Access Specialists and provide shadowing, coaching, and mentoring experiences to assist in the growth of our intake team.
• Assist with testing and providing feedback on new Headlight initiatives, workflows, and tools as needed Coordinate Care & Client Retention
 
Performance Expectations/Metrics
Performance is measured through both activity discipline and the outcomes those activities produce.
Activities per day: 500 (calls, texts, emails)
New intakes/ transfer of care: 50 per week
Speed to first contact: Within 5 minutes on new incoming opportunities
New intakes / transfers of care kept: 42 per week (75% kept rate) 

Qualifications

• High School Diploma, GED or equivalent required
• Associate degree, or some college coursework, preferred
• 1- 2 years experience in customer service call center environment or similar client-facing role, required
• Experience in healthcare, behavioral health or client engagement, preferred
• Strong customer service skills with the ability to build trust and rapport with prospective clients
• Excellent verbal and written communication skills, including active listening and clear explanation of services
• Exhibits sound judgment, knowing when to proceed, escalate, clarify or involve other team members, as needed
• Strong organizational skills with the ability to manage multiple intake tasks, appointments, and follow-ups
• High attention to detail when entering client information, insurance details, payment information, and documentation
• Ability to maintain confidentiality and handle sensitive health information with professionalism and discretion
• Basic understanding of healthcare, behavioral health, or outpatient service workflows
• Experience using electronic health records, scheduling systems, phone systems, and other digital tools
• Ability to work collaboratively with clinicians, operations teams, and other departments to support a positive client experience
• Demonstrated empathy, patience, and professionalism when assisting individuals seeking mental health services. 

Benefits

• W2 role with competitive hourly rate and an additional incentive-based pay structure

• Medical, Dental and Vision on the first of the month after employment (based on FT hours)

• Paid Vacation, Sick, and Holiday time

• Employee Assistance Program (EAP) provides confidential counseling services, resources, and support to help you navigate personal or professional challenges. 

• 401(k) plan with company contribution

• Opportunity to work in a cutting-edge healthcare technology environment

• Professional development opportunities and training

• Collaborative and supportive work culture

• Impactful role contributing to the enhancement of patient care and healthcare processes