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Requirements found

Scheduling Project Management Budgeting

What this posting asks for

Level: Manager — The title says "Manager".

Main responsibilities

• Lead, manage, and develop a team of Care Coordinators responsible for supporting patients throughout their care journey.
• Monitor team performance and ensure Care Coordinators consistently meet established productivity, quality, and patient engagement expectations.
• Ensure consistent application of Care Coordination workflows, processes, and patient engagement standards across the team.
• Ensure patients receive appropriate outreach and support prior to their first appointment and throughout their initial engagement with care.
• Monitor the patient journey and oversee efforts to support engagement during the first 30 days of care.
• Ensure appropriate follow-up occurs for patients who miss appointments and help prevent inappropriate billing related to missed first appointments.
• Monitor patient engagement and identify barriers that may prevent patients from accessing or remaining engaged in care.
• Partner with Talkspace providers and patients to coordinate smooth transitions back to an appropriate UHS facility when a higher level of care is needed.
• Ensure timely communication and follow-through among patients, providers, Care Coordinators, and facility partners throughout the escalation process.
• Partner with Clinical and Quality teams to establish standardized workflows and protocols for escalation and step-up care.

Competencies an interviewer will look for

• Communication Core
  In the posting: “Ensure timely communication and follow-through among patients, providers, Care Coordinators, and facility partners throughout the escalation process.” · “Communicate operational needs, performance trends, challenges, and opportunities to appropriate internal stakeholders.” · “Excellent written and verbal communication skills, with the ability to effectively communicate with patients, providers, facility stakeholders, and internal …”
  Show it by: Adapts the message to the listener; Gives an example of explaining something clearly in writing or speech.
• Teamwork and collaboration Core
  In the posting: “You will work closely with patients, providers, UHS facilities, and cross-functional partners to identify and address barriers to care, coordinate transition…” · “You will also partner with Clinical, Quality, Product, and Network teams to improve patient engagement, develop standardized workflows, and build scalable ca…” · “To work at Talkspace, you need to be as passionate as we are about our work, and excited to partner with us on delivering quality mental healthcare.”
  Show it by: Says what they did inside a team, not only what 'we' did; Shows how a disagreement was handled.
• Ownership and accountability Core
  In the posting: “Active, independent clinical (social work, counseling, etc) licensure with 3-5 years of clinical experience preferred.” · “Highly detail-oriented with a strong focus on accuracy, accountability, and follow-through.” · “Ability to work independently and take ownership of initiatives from planning through implementation.”
  Show it by: Takes a task from start to finish without being chased; Owns a mistake and what was changed after it.
• Leadership and mentoring Core
  In the posting: “This role would be responsible for leading a team of Care Coordinators who support patients throughout their care journey, from initial activation and appoin…” · “Establish clear performance expectations, provide ongoing coaching and feedback, and support professional development of team members.” · “1+ years of people management or demonstrated experience leading and developing teams preferred.”
  Show it by: Describes setting direction or a standard others followed; Names someone they coached and what changed for them.
• Customer focus Core
  In the posting: “This role would be responsible for leading a team of Care Coordinators who support patients throughout their care journey, from initial activation and appoin…” · “You will work closely with patients, providers, UHS facilities, and cross-functional partners to identify and address barriers to care, coordinate transition…” · “You will also partner with Clinical, Quality, Product, and Network teams to improve patient engagement, develop standardized workflows, and build scalable ca…”
  Show it by: Puts the customer's need in their own words; Shows a result for the customer, not only for the company.
• Planning and organisation Core
  In the posting: “We are looking for someone who is a strong, patient-focused leader with excellent organizational and problem-solving skills, who is passionate about making a…” · “Identify the appropriate UHS facility based on patient needs and coordinate directly with facility stakeholders to facilitate scheduling and transition of care.” · “Work closely with Network Strategy, Clinical, Quality, Product, and Operations teams to align priorities and improve patient care workflows.”
  Show it by: Shows how priorities were set when everything was urgent; Mentions deadlines met and how.
• Data and analysis Core
  In the posting: “Oversee Care Coordinator performance metrics, including call completion, patient outreach, and follow-through on assigned activities.” · “Establish and monitor team success metrics and performance goals aligned with patient and business outcomes.” · “Review performance data to identify trends, gaps, and opportunities for improvement.”
  Show it by: Uses a number to describe the situation or the result; Explains what the data showed and what was done with it.
• Attention to detail and quality Core
  In the posting: “Want to help over two million people receive quality mental healthcare? Come join our mission of getting therapy in the hands of everyone!” · “You will work closely with patients, providers, UHS facilities, and cross-functional partners to identify and address barriers to care, coordinate transition…” · “You will also partner with Clinical, Quality, Product, and Network teams to improve patient engagement, develop standardized workflows, and build scalable ca…”
  Show it by: Gives an example of an error caught before it caused harm; Names the check or standard they used.
• Stakeholder management Core
  In the posting: “You will work closely with patients, providers, UHS facilities, and cross-functional partners to identify and address barriers to care, coordinate transition…” · “Identify the appropriate UHS facility based on patient needs and coordinate directly with facility stakeholders to facilitate scheduling and transition of care.” · “Ensure timely communication and follow-through among patients, providers, Care Coordinators, and facility partners throughout the escalation process.”
  Show it by: Shows how they aligned people with different goals; Explains how they handled a 'no' from someone senior.
• Problem solving Core
  In the posting: “We are looking for someone who is a strong, patient-focused leader with excellent organizational and problem-solving skills, who is passionate about making a…” · “Strong critical thinking, problem-solving, and decision-making skills.”
  Show it by: Describes a real problem, the options considered and the one chosen; Shows how the cause was found, not just the fix.
• Adaptability and learning Core
  In the posting: “Comfortable working in a fast-paced, evolving healthcare environment and adapting to changing priorities.” · “Flexible PTO and Remote First Environment”
  Show it by: Describes learning something new quickly and using it; Shows a change of plan and how they adjusted.

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