Sr. Care Coordinator (Behavioral Health)

SHPCA SCAN Health Plan; California; Hybrid; USD 34,000 - 48,000; Full time

Benefits offered by this job

Remote position

Annual bonus

Wellness program

PTO

Holidays

Job summary

SCAN Health Plan is seeking a Behavioral Health Care Coordinator to empower members to age in place by assessing and coordinating their holistic needs, including behavioral health and psychosocial support.

You will guide referrals, connect members to therapy, psychiatry, and community resources, and document all interactions in the EMR with compassion and efficiency.

Remote position in the Pacific Time Zone with bilingual Spanish preferred; collaboration with care teams is essential.

Qualifications

• High School Diploma required; some college preferred.
• 5+ years in managed care, healthcare environment, or behavioral health case management.
• 2+ years working with seniors and remote work strongly preferred.
• Bilingual Spanish strongly preferred.
• Strong communication and organizational skills.

Responsibilities

• Perform general and behavioral health screenings to determine referrals.
• Actively participate in special projects and liaise with behavioral health providers.
• Act as a point of contact with members, providers, and care teams for benefits and contracts.
• Connect members to behavioral health services and social support; troubleshoot access issues.

Skills

Communication

Interpersonal skills

Problem solving

Team collaboration

Motivational interviewing

Education

High School Diploma

Job description

About SCAN

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the "12 Angry Seniors." Their mission continues to guide everything we do. Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults. Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity. At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve.

Job Overview

This is a remote role that will work 8-5 M-F Pacific Time Zone hours. The role contributes to the care and well-being of SCAN members, empowering them to age in place by collaboratively assessing, planning, coordinating, and monitoring their holistic needs, including behavioral health and psychosocial needs. Provide guidance and care coordination to reduce barriers to care, improve engagement, and support continuity across behavioral health and medical services. Focus on addressing members’ care coordination needs, processing referrals and services, connecting members to appropriate resources, supporting navigation of the healthcare system, and responding to and resolving escalated issues with compassion and efficiency.

Responsibilities

• Perform general and behavioral health screenings to determine and provide appropriate referrals, completing initial screening in a timely manner of receiving a new referral.
• Actively participate in special projects with an ability to balance competing priorities and/or serve as a SCAN liaison with behavioral health providers.
• Act as a point of contact with members, providers, and medical groups for interpretation and administration of various benefits/programs, including exploring behavioral health provider preferences in collaboration with members and care teams.
• Connect members to appropriate behavioral health services (e.g., therapy, psychiatry, intensive outpatient or partial hospitalization) and social support (e.g., case management and supplemental SCAN benefits) and troubleshoot a wide range of complex psychosocial and escalated access issues for SCAN members.
• Use advanced motivational interviewing techniques to understand and accurately address member goals and issues, improve engagement with behavioral health and medical services, and to de-escalate when needed to minimize conflict and avoid grievances from members and providers.
• Provide education to members and/or caregivers on behavioral health care journeys and options (e.g., psychiatry, talk therapy, telehealth, in-person) to support informed decision-making and follow-through.
• Provide coordination of care utilizing an advanced level of understanding about member benefits, collaboration with various internal and external teams to develop action plans, and a wide range of community resources, addressing and resolving access to care issues to support better health outcomes and a positive member experience.
• Assist with contacting behavioral health providers to identify appointment availability, support scheduling as needed, and follow up after the first appointment to confirm needs are met and continuity of care is supported.
• Facilitate communication between members, providers, and care teams to ensure coordinated care.
• Complete timely and accurate documentation, such as screenings, care plans, service plans, case notes, service requests, and behavioral health navigation activities in multiple computer systems/programs.
• Document all interactions, progress, and outcomes in the EMR and tracking database, and ensure corresponding documentation is submitted within established timeframes and following department desktop procedures.
• Demonstrate an advanced level of understanding and practice of organizational, analytical, critical thinking, and leadership skills to resolve issues and assist team members with members, providers, vendors, and other internal and external departments.
• Educate SCAN network providers as needed on contract requirements and ability to serve SCAN members, and collaborate with medical groups, SCAN network teams, and/or care teams to resolve authorization and contract-related barriers impacting timely access to behavioral health and other services.
• Exhibit professionalism and empathy in all interactions and able to de-escalate tense situations with members and provider partners, including sensitive behavioral health-related concerns, to support timely resolution and a positive member experience.
• Utilize and assist in the development of department desktop procedures, workflows, job aids and training material, including resources related to behavioral health navigation, referral tracking, and access-to-care processes.
• Identify barriers to work processes and brings potential solutions/revisions to the attention of the supervisor/manager.
• Serve as a subject matter expert on processes within team and for other teams.
• Performs work under minimal supervision. Handles complex issues and problems (including complex behavioral health access, referral coordination, and continuity-of-care concerns) and refers only the most complex issues to higher-level staff. Possesses comprehensive knowledge of subject matter.
• Actively support the achievement of SCAN’s Vision and Goals. Other duties as assigned.

Qualifications

• High School Diploma required. Some college preferred.
• 5+ years working in managed care, healthcare environment, or behavioral health case management.
• 2+ years working with seniors and working remotely strongly preferred.
• Technical expertise – Advanced technical skills for functional area.
• Problem Solving – Basic problem-solving skills.
• Communication – Good communication and interpersonal skills.
• Bilingual Spanish strongly preferred. Conversational (Oral), Reading, Writing.
• Testing will be administered if applicable.
• Use advanced motivational interviewing techniques, including de-escalation, to understand and accurately address member concerns.
• Ability to work in an environment where continuous coaching and feedback is the standard practice.
• Ability to proactively seek out answers, work independently, and serve as a subject matter expert within team and to other teams to troubleshoot member issues.
• Strong interpersonal skills, including excellent written and verbal communication skills.
• Strong organizational skills.
• Strong critical thinking skills.
• Ability to collaborate effectively within a multidisciplinary team, both within SCAN and with provider partners.
• Ability to appropriately maintain confidentiality.
• Strong knowledge of medical terminology and abbreviations.
• Deep understanding of CMS and DHCS regulations, including Special Needs Plan requirements.
• Deep understanding of local community resources for seniors.

Benefits

• Base salary range: $25.38 to $35.01 per hour
• Remote position
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday
• Excellent 401(k) Retirement Saving Plan with employer match and contribution
• Robust employee recognition program
• Tuition reimbursement

Equal Opportunity / Diversity Statement

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. SCAN is proud to be an Equal Employment Opportunity and Affivative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

Contact

For more information, please contact the SCAN team.