Director of Client Care Coordination

Wellnest; Los Angeles (CA); On-site; USD 110,000 - 140,000; Full time

Job summary

Wellnest in Los Angeles seeks a Director of Client Care Coordination to lead appointment coordination, intake support, and care plan follow-up. You will manage referrals, scheduling, and documentation to ensure timely, person-centered services.

This role blends client interaction with administrative and care management duties. The ideal candidate has a background in business administration or social services, with 2+ years in healthcare coordination and strong bilingual capabilities.

Qualifications

• BA or BS in business administration or social services; associate degree with related coursework acceptable.
• Minimum two years in admin, customer service, intake, case management, care coordination, or healthcare/behavioral health office experience.
• Bilingual English/Spanish skills preferred or required based on program needs; MS Office and EHR systems proficiency.

Responsibilities

• Coordinate client appointments from referral through intake and ongoing services.
• Serve as the primary contact for clients and families regarding appointments and care coordination.
• Coordinate care across internal programs and external providers, including referrals and authorizations.
• Maintain schedules for direct service staff and support front desk, intake, and scheduling operations.
• Monitor appointment adherence and follow-up to ensure continuity of care.
• Collaborate with providers and community partners to support whole-person care plans.
• Maintain accurate documentation in the EHR, including referrals and care coordination notes.
• Prepare and organize correspondence, reports, and client/staff records in HIPAA-compliant manner.
• Participate in quality assurance activities and performance improvement initiatives.
• Educate staff on scheduling systems and care coordination best practices.
• Provide administrative support for meetings, trainings, and special projects.

Skills

Communication skills

Scheduling

Bilingual English/Spanish

Education

BA or BS in business administration or social services

Associate degree or related coursework

Tools

Electronic Health Record (EHR-S)

Microsoft Office (Word, Excel, Outlook)

Job description

Role Summary

The Director of Client Care Coordination serves as a primary point of contact for clients and families, supporting access to care through multi-program and service site appointment coordination and scheduling, intake support, care plan follow-up, referral management, documentation, and cross-department communication. This role combines client-facing support, administrative coordination, and care management responsibilities to help ensure clients receive timely, organized, and person-centered services.

Essential Functions

• Coordinate client appointments from referral through intake, assessment, and ongoing clinical services using the agency's scheduling systems and Electronic Health Record System (EHR-S), ensuring timely access to care.


• Serve as the primary point of contact for clients and families regarding appointments, referrals, care coordination, care plans, and general service information.


• Coordinate client care across internal programs and external providers, including managing referrals, intake scheduling, insurance verification, eligibility, authorizations, and follow-up to ensure timely access to appropriate services.


• Maintain and oversee schedules for direct service staff while supporting front desk, intake, and scheduling operations as needed.


• Monitor appointment adherence by overseeing reminder systems, conducting follow-up communications, rescheduling missed appointments, and promoting continuity of care.


• Collaborate with healthcare providers, behavioral health professionals, case managers, specialists, and community partners to support individualized, whole-person care plans and address barriers to care, including transportation, insurance, housing, financial, and social service needs.


• Advocate for clients and families to improve access, engagement, and continuity across healthcare, behavioral health, and community-based services.


• Maintain accurate and timely documentation within the EHR, including referrals, appointment information, care coordination activities, follow-up notes, and other required records.


• Prepare, organize, and maintain correspondence, reports, forms, meeting materials, and client and staff records in compliance with confidentiality, HIPAA, and applicable regulatory requirements.


• Participate in quality assurance activities, record audits, care management reviews, staff meetings, and performance improvement initiatives while identifying opportunities to improve workflows, documentation, communication, and care coordination processes.


• Educate and support staff on scheduling systems, workflow improvements, and care coordination best practices.


• Provide administrative support for meetings, trainings, special projects, staff coverage, community activities, and other duties as assigned while maintaining a professional, respectful, and service-oriented approach.

Required Qualifications

BA or BS degree in business administration or social services required; associate degree, bachelor’s degree, or coursework in social services, behavioral health, healthcare administration, public health, psychology, or a related field. Minimum of two years of administrative, customer service, intake, case management, care coordination, or healthcare/behavioral health office experience preferred.

Direct experience with LA County and State of California public funding systems, including but not limited to LA Department of Mental Health (DMH), LA Department of Children and Family Services, and California Department of Health Care Services, with patient scheduling, referrals, insurance verification, authorizations, electronic health records, or medical office workflows strongly preferred.

Bilingual English/Spanish skills preferred or required based on program needs.

Proficiency with Microsoft Office, including Word, Excel, Outlook, and electronic health record systems.

Conditions Of Employment

Employee may be asked to pursue additional training when it is determined to be in the best interest of the Company. Employee must have the ability to use a personal vehicle with the required insurance coverage to complete the essential duties of their job and conduct agency business. Employee must maintain a valid California driver’s license and clean driving record that meets Wellnest’s insurance carrier’s criteria for liability coverage. In keeping with Company policy for all employees, the successful applicant must also complete a test for TB, and fingerprint clearance by the Department of Justice. Employee must agree to Wellnest's Arbitration Agreement as a condition of employment.

Working Conditions

Work is primarily performed on-site in an office, clinic, or behavioral health program setting. Must be able to manage frequent interruptions, competing priorities, and confidential information in a professional manner. May require travel to community locations, meetings, or partner sites may be required depending on program needs.

Reasoning Ability

• Strong written, verbal, and interpersonal communication skills, with the ability to effectively present information, respond to questions, and address sensitive inquiries from clients, staff, and the public.


• Ability to read, analyze, interpret, and apply policies, procedures, manuals, reports, schedules, and written or verbal instructions.


• Excellent organizational, analytical, and problem-solving skills, including the ability to gather, analyze, synthesize, and accurately manage data and information.


• Ability to manage multiple priorities, establish priorities, meet deadlines, maintain attention to detail, and perform accurately under pressure with limited supervision.


• Ability to work independently and collaboratively in both face-to-face and telephone-based environments while maintaining professionalism, confidentiality, and positive working relationships with diverse populations.


• Demonstrated flexibility and adaptability to changing priorities, work demands, and organizational needs.


• Commitment to maintaining the highest ethical and professional standards in accordance with agency policies and applicable regulations.

Physical Demands

• Role is primarily sedentary with regular use of a computer, telephone, and office equipment.


• Ability to talk or hear in order to give and receive information and instructions.


• Ability to stand, walk, sit, use hands to finger, handle or feel objects, tools or controls


• Ability to reach with hands and arms.


• Visual acuity, ability to adjust focus and peripheral vision for work on a laptop or other computer equipment.


• Lift and/or move up to 20 pounds.

This description is only intended to illustrate the duties, responsibilities and requirements for it. It is not intended, nor should it be interpreted to describe each and every duty the employee may be required to perform.

Wellnest does not discriminate against any client, parent/guardian, employee or community member on the basis of actual or perceived ancestry, age, color, disability, gender, gender identity, gender expression, nationality, race or ethnicity, religion, sex, sexual orientation, or association with a person or group with one or more of these actual or perceived characteristics.

Due to restrictions from DHCS, Wellnest, as a health care provider, is unable to employ anyone on a DHCS exclusionary list or database. Applicants will be asked to confirm within the application process whether they are subject to an exclusion.