CASE MANAGER (BSW)

First Health Care of Puerto Rico; Guaynabo (PR); Remote; USD 42,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation

Excellent medical, dental, vision and

401(K) with company match

Career development opportunities

Tuition incentive

Continuing education incentive

Job summary

FHCHS of PR, Inc. is leading a fully virtual mental health clinic and seeks a Telehealth Case Manager Coordinator to coordinate patient care, schedule telehealth appointments, and ensure timely access to services while upholding HIPAA and accessibility standards.

You will liaise with clinicians and patients, directing coordination tasks, discussing care plans, and guiding patients through the telehealth process to maintain continuity of care.

Qualifications

• Bachelor in social work or Psychologist
• Two or more years of experience in the health field.
• Excellent computer skills
• Knowledge in Microsoft Office
• Proficiency in HER software & secure communication platforms
• Preferred fully bilingual
• Effective communication skills - both verbal and written
• Problem-solving abilities and organizational skills

Responsibilities

• Coordinate patient care across a fully virtual mental health clinic, ensuring timely access to psychiatric and therapeutic services.
• Serve as liaison between providers and patients, delivering education and coordinating care via telehealth.
• Manage appointment preparation, including documents, payments, and family coordination for pre-visit completion.
• Handle non-emergency requests like medication refills and appointment issues.
• Provide technical education and support on videoconference tools and the EHR, with troubleshooting.
• Initiate virtual video visits and resolve technical or connectivity issues.
• Support accessibility by coordinating interpreter services when needed.
• Complete patient check-in by documenting pre-visit info in the EHR and verify insurance.
• Confirm appointments and obtain telemedicine consent, verifying identity and HIPAA compliance.
• Collect patient payments via secure links and explain costs and billing.
• Distribute patient satisfaction surveys and track responses for feedback.
• Maintain accurate patient records and document coordination activities.
• Receive and verify referrals, request info as needed, track documentation status.
• Prepare daily, monthly, or ad-hoc operational reports.
• Maintain open communication with patients, providers, staff, and other departments.
• Recognize urgent situations and escalate appropriately.
• Demonstrates strong communication skills and professionalism with patients and families.

Skills

Excellent computer skills

Microsoft Office

HER software

Secure communication platforms

Effective communication

Bilingual ability

Problem solving

Organizational skills

Education

Bachelor in social work or psychologist

Two+ years in health field

Tools

HER software

Secure communication platforms

Job description

Responsibilities

FHCHS of PR, Inc. organization with extensive experience in managing mental health benefits and developing solutions that promote the emotional well-being of individuals, families, workplaces, and communities. Since our foundation in 1996, at FHC Mental Health, we have worked to facilitate access to excellent mental health services and support people at different stages of their lives. Our experience has allowed us to evolve, expand our services, and develop integrated solutions that promote prevention, guidance, recovery, and continuity of care. Website: https://fhcsaludmental.com/

The Telehealth Case Manager Coordinator supports a fully virtual mental health clinic by coordinating patient care and ensuring timely access to psychiatric and therapeutic services. This role assesses patient needs, schedules telehealth appointments, facilitates continuity of care, and connects patients with licensed providers through secure telehealth platforms. As the primary liaison between patients and clinicians, the coordinator streamlines communication and ensures adherence to HIPAA, telemedicine regulations, accessibility requirements, and organizational quality standards.

1. Coordinate patient care across a fully virtual mental health clinic, this role ensures timely access to psychiatric and therapeutic services while delivering personalized remote support.
2. Acts as a liaison between providers and patients by delivering education, coordinating care, and offering personalized support through the telehealth platform, including outreach via phone or secure messaging for reminders, instructions, follow-ups, and other coordination tasks.
3. Manages appointment preparation, including gathering required documents, deductible payments, and coordination with families to facilitate pre-visit completion.
4. Function as first contact for patients in non-emergency situations such as medication refills requests or appointment issues such as rescheduling or cancellation
5. Provides technical education and support to patients and providers on navigating videoconference tools and the EHR, offering troubleshooting and connection assistance via secure text or phone to ensure successful virtual appointments
6. Initiates virtual video visit (Zoom or designated application) and troubleshoot any technical or connectivity issues
7. Support accessibility needs by coordinating ancillary services such as interpreter support when necessary
8. Completes patient check-in by accurately documenting pre-visit information in the EHR, handling registration, verifying insurance eligibility, and managing appointment confirmations or rescheduling
9. Confirms appointments and obtains telemedicine consent ahead of virtual visit while verifying patient identity and ensuring compliance with safety, privacy, confidentiality, and HIPAA guidelines
10. Collects patient payments by sending secure payment links and assisting with online transactions, documenting all payments, and communicating expected out-of-pocket costs and billing processes
11. Distribute patient satisfaction surveys via text message or electronic links after appointments and encourage completion, and track survey responses and elevate feedback that may help improve patient experience or operational workflow
12. Maintains accurate, up-to-date patient records and documents coordination activities, communications, and administrative tasks in alignment with clinic guidelines
13. Receive and verify referrals, request additional information as needed, and track documentation status
14. Prepare daily, monthly, or ad-hoc operational hips as required
15. Maintain open, proactive communication with patients, providers, administrative staff, and other departments
16. Recognize urgent situations and escal
17. Demonstrates strong communication skills, active listening, and professionalism when engaging with patients and families, including those who may be experiencing frustration or distress.

Benefit& RewardsHighlights

• Competitive Compensation
• Excellent Medical, Dental, Vision and Prescription Drug Plans
• 401(K) with company match
• Career development opportunities within UHS and its 300+ Subsidiaries!
• Tuition incentive
• Continuing education incentive
• Vacation and sick license, among others.

About Universal Health Services

Headquartered in King of Prussia, PA, Universal Health Services, Inc. (NYSE: UHS) is one of the nation’s largest and most respected providers of hospital and healthcare services. Since our founding in 1979, UHS has grown steadily into a premier Fortune 500® corporation perennially recognized by multiple esteemed national rating entities. Through its subsidiaries, UHS operates inpatient acute care facilities, inpatient behavioral health facilities, outpatient and other facilities, nationwide virtual behavioral health services, an insurance offering, a physician network and various related services with physical locations in the U.S., Puerto Rico, Ireland and United Kingdom. www.uhs.com. From Fortune, ©2025, 2026 FortuneMedia IP Limited. All rights reserved. Used under license.

EEO

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.

Qualifications

• Bachelor in social work or Psychologist
• Two or more years of experience in the health field.
• Excellent computer skills
• Knowledge in Microsoft Office
• Proficiency in HER software & secure communication platforms
• Preferred fully bilingual
• Effective communication skills - both verbal and written
• Problem-solving abilities and organizational skills