Care Coordinator

Be the first voice someone hears when they finally reach out for mental health care.

About the Role

HardLoop 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 Do

Patient Experience & Conversion

• Own every inbound patient touchpoint, from first call or message through the first completed appointment
• Guide high-intent callers from interest to action - fluently, calmly, and without losing them
• Read where each caller is in their decision and meet them there
• Establish yourself as the patient's named care coordinator and provide direct contact information
• Surface and resolve the friction points causing drop-off in the new-patient journey

Payer & Partner Coordination

• Serve as the named point of contact for inbound calls from payers and insurance partners coordinating care for their members
• Confirm clinical availability and guide members into the new-patient process
• Loop in internal HardLoop or client-side teams when a request requires additional expertise
• Serve 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 process

Continuity of Care

• Keep patients moving forward between the moment they book and the moment care begins
• Carry an assigned book of patients through their first weeks of care, not only to the first appointment
• Monitor and respond to automated check-in campaigns sent in your name across phone, text, and email
• Re-engage patients who cancel or lose momentum and help them return to the process
• Hand off each patient to the clinical care team at the right moment, with nothing falling through the cracks

Point of Contact & Issue Resolution

• Serve as the patient's single point of contact for questions that arise during onboarding
• Resolve issues directly where possible, and coordinate with billing, insurance, clinical, or technical teams where specialized support is required
• Own each issue through to resolution, including confirming the commitment and timeline back to the patient
• Document every interaction, including cancellation and hesitation reasons, to inform process improvements
• Provide coverage for other coordinators' patients during absences and peak volume

What You Bring

• 2+ years in phone-based sales, patient intake, customer support, or customer success - healthcare or behavioral health experience is a plus
• Excellent spoken and written English; a significant share of patient communication occurs by text and email
• Bilingual Spanish and English preferred
• Comfortable navigating a CRM and an EHR simultaneously
• Energy to take back to back scheduling phone calls
• Strong self-management - able to protect time for patient follow-up alongside inbound call volume
• Available 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 You

You'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.