Care Coordinator

Be the first voice someone hears when they finally reach out for mental health care.About the RoleHardLoop restructures, manages, and guides healthcare practices to better results - happier doctors, better outcomes for patients. We're hiring a Care Coordinator to be the human front door of that experience for one of the behavioral healthcare practices we serve.In this role, you'll own every touchpoint with new patients, from first contact by phone, SMS, or email through their first weeks of care - converting inbound interest into booked appointments and staying with each patient as their named care coordinator. The people reaching out are already looking for help. Your job is to make starting care feel easy, and to make patients feel supported from the first call.What You'll DoPatient Experience & ConversionOwn every inbound patient touchpoint, from first call or message through the first completed appointmentGuide high-intent callers from interest to action - fluently, calmly, and without losing themRead where each caller is in their decision and meet them thereEstablish yourself as the patient's named care coordinator and provide direct contact informationSurface and resolve the friction points causing drop-off in the new-patient journeyPayer & Partner CoordinationServe as the named point of contact for inbound calls from payers and insurance partners coordinating care for their membersConfirm clinical availability and guide members into the new-patient processLoop in internal HardLoop or client-side teams when a request requires additional expertiseServe as the named contact for referring physicians and clinic staff - confirm availability, facilitate a smooth patient handoff, and keep referring partners confident in the referral processContinuity of CareKeep patients moving forward between the moment they book and the moment care beginsCarry an assigned book of patients through their first weeks of care, not only to the first appointmentMonitor and respond to automated check-in campaigns sent in your name across phone, text, and emailRe-engage patients who cancel or lose momentum and help them return to the processHand off each patient to the clinical care team at the right moment, with nothing falling through the cracksPoint of Contact & Issue ResolutionServe as the patient's single point of contact for questions that arise during onboardingResolve issues directly where possible, and coordinate with billing, insurance, clinical, or technical teams where specialized support is requiredOwn each issue through to resolution, including confirming the commitment and timeline back to the patientDocument every interaction, including cancellation and hesitation reasons, to inform process improvementsProvide coverage for other coordinators' patients during absences and peak volumeWhat You Bring2+ years in phone-based sales, patient intake, customer support, or customer success - healthcare or behavioral health experience is a plusExcellent spoken and written English; a significant share of patient communication occurs by text and emailBilingual Spanish and English preferredComfortable navigating a CRM and an EHR simultaneouslyEnergy to take back to back scheduling phone callsStrong self-management - able to protect time for patient follow-up alongside inbound call volumeAvailable Monday through Friday for an 8-hour shift scheduled within our hours of operation, 6:00 AM to 5:00 PM PT (9:00 AM to 8:00 PM ET)About YouYou're warm and steady on the phone, even when callers aren't. You're sales-minded without being pushy - you listen for what's actually in the way and move the conversation toward a decision. Mental health matters to you, and you can sit with someone who's anxious or hesitant without rushing them. You take ownership of a patient's experience without needing to have every answer yourself, and you follow through on what you commit to. High call volume doesn't rattle you, you document as you go, and you don't let people slip through.Hardloop is an equal opportunity employer committed to building diverse, high-performing teams.