Care Access Specialist I

About the company

Headlight

Mental health care · 201 to 500 employees

What you'll do

• 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 1
• 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 
• 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 
• Performance is measured through both activity discipline and the outcomes those activities produce.
• Activities per day: 100 to 125 (calls, texts, emails)
• New intakes scheduled: 40 per week
• Speed to first contact: Within 5 minutes on new incoming opportunities
• New intakes kept: 30 per week (75% kept rate) 

What you need

• • High School Diploma, GED or equivalent required
• Associate degree, or some college coursework, preferred
• One (1) year 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, escalate, 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

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