About the Role
We are looking for a full-time Treatment Coordinator to join our Transformative Care Center (TCC) team. This is a fully remote role — candidates must reside in California and be available Monday through Friday, 9:00 AM–5:30 PM PST.
The Treatment Coordinator serves as a key liaison between provider recommendations and patient action. This role supports patients through complex decision-making, coordinates their treatment journeys, and removes barriers to care. By combining empathy, communication, and operational precision, the Treatment Coordinator ensures patients fully understand their treatment plans and feel confident proceeding. This position directly impacts patient outcomes, clinic efficiency, and revenue growth by driving treatment initiation and completion rates.
Essential Duties and Responsibilities
The essential duties and responsibilities include the following. Other duties may be assigned.
Patient Experience and Clinical Support
- Maintain comprehensive knowledge of clinical criteria and treatment pathways for interventional services.
- Partner with providers during or post-consultation to ensure patients clearly understand their treatment recommendations.
- Serve as a bridge between provider expertise and patient understanding, ensuring patients feel informed and supported.
- Guide patients through the decision-making process with empathy and professionalism, addressing clinical (non-diagnostic) and logistical questions.
- Utilize emotional intelligence to navigate sensitive or high-stakes conversations with compassion and clarity.
- Develop and execute follow-up strategies to re-engage patients, reduce drop-off, and increase treatment start rates.
- Track and manage the pipeline of patients recommended for interventional treatment who have not yet initiated care.
Team Collaboration and Coordination
- Act as an extension of the treatment planning process, earning the confidence and trust of the provider team.
- Serve as the clinic's subject matter expert on interventional treatment pathways and patient readiness.
- Partner with Care Coordinators and Providers to ensure seamless scheduling, documentation, and patient communication.
- Provide insights and feedback to improve workflows, patient engagement strategies, and overall clinic efficiency.
- Maintain accurate documentation within EMR and CRM systems to ensure visibility and continuity across teams.
- Participate in team huddles and meetings to align on daily and weekly clinic goals.
Operational and Financial Responsibilities
- Conduct insurance benefit investigations for interventional services, including verification of coverage, prior authorization requirements, and cost estimates.
- Educate patients on financial responsibilities, including co-pays, deductibles, financing options, and payment arrangements.
- Coordinate all aspects of the treatment journey — from scheduling and documentation to pre-treatment consents and readiness checks.
- Maintain open and proactive communication with patients, providers, and administrative staff to ensure timely and accurate information exchange.
- Monitor and update treatment records, documenting patient progression and status changes.
- Own conversion metrics for unscheduled treatment plans, implementing consistent follow-up to reduce attrition and increase treatment acceptance.
- Uphold all compliance, confidentiality, and HIPAA standards throughout patient interactions and documentation processes.
Qualifications
Required:
- 2–3 years of experience in behavioral health, medical, or dental treatment coordination.
- Strong knowledge of or ability to learn interventional treatments such as Ketamine, TMS, Spravato, and SGB.
- Demonstrated financial acumen in insurance verification, prior authorization processes, and out-of-pocket cost discussions.
- Exceptional interpersonal and communication skills with high emotional intelligence.
- Strong organizational abilities; able to manage multiple patient cases and priorities effectively.
- Experience using EMRs (e.g., Athena, DrChrono) and CRM platforms (e.g., Salesforce).
- Proficiency in Microsoft Office and Google Suite.
Preferred:
- Associate's or Bachelor's degree in Healthcare Administration, Psychology, or related field.
- Experience in an integrated healthcare or behavioral health setting.
- Background in sales, patient engagement, or motivational interviewing.
- Proven ability to analyze conversion metrics and develop action plans for improvement.
Why Work With Us?
At Stella Mental Health, we recognize that we have a responsibility to foster a culture of respect, empathy, and collaboration among our team, patients, and partners. Our vision is to be a leader in delivering patient-centered care that respects and celebrates diversity, promotes equity and inclusion, and improves health outcomes for all.
Ready to Make an Impact?
If you are highly motivated and passionate about providing exceptional patient care, we encourage you to apply. We can't wait to hear from you!
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule: Monday to Friday, 9:00 AM – 5:30 PM PST
Requirements:
- Must reside in California (Required)
- Medical office or treatment coordination: 2 years (Required)
- Insurance verification / prior authorization: 1 year (Required)
- EMR or CRM experience: 1 year (Preferred)
Work Location: Remote