Mental Health Care Access Navigator

Headlight; United States; Remote; USD 30,000 - 33,000; Full time

Benefits offered by this job

Medical, Dental & Vision

Paid time off

401(k) plan

Employee Assistance Program

Professional development

Collaborative work culture

Job summary

Headlight Health is hiring a Care Access Specialist II in the United States to connect patients with care, guide them through the intake process, and schedule clinicians efficiently. The role emphasizes empathy, timely outreach, and coordinating with clinicians and operations to ensure seamless access to services.

You will manage onboarding, transfers of care, and patient follow-ups, while maintaining accurate records and upholding high standards of confidentiality and quality care.

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, accelerate, 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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 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)

Skills

Customer service

Active listening

Verbal & written communication

Good judgment

Organizational skills

Attention to detail

Confidentiality

Healthcare knowledge

Electronic Health Records

Scheduling systems

Team collaboration

Empathy

Education

High School Diploma / GED or equivalent

Associate degree or some college coursework

Tools

Electronic Health Records (EHR)

Scheduling systems

Phone systems

Job description

Headlight Health is hiring a Care Access Specialist II in the United States to connect patients with care, guide them through the intake process, and schedule clinicians efficiently. The role emphasizes empathy, timely outreach, and coordinating with clinicians and operations to ensure seamless access to services.

You will manage onboarding, transfers of care, and patient follow-ups, while maintaining accurate records and upholding high standards of confidentiality and quality care.