Care Coordinator

Cerebral and Resilience Lab have joined forces to build a new standard in mental health care—one that emphasizes better outcomes through stronger clinical decision-making, rigorous training, and professional excellence. By combining Resilience Lab’s Methodology & clinically-led training Institute with Cerebral’s extensive reach, clinical network, and care capabilities, we are creating a national model for high-quality, integrated, and accessible behavioral health care. 

We believe quality mental health care starts with curiosity, professionalism, and mastery of clinical decision-making. Joining our team means committing to show up on your best foot every day where you’ll be equipped with structured training, supportive supervision, and a methodology designed to guide you in making sound clinical decisions.

The Role:

We are seeking a Care Coordinator to serve as a primary guide for prospective and active members navigating their mental health journey. This role sits at the intersection of client experience, conversion, and care navigation.

This is a high-impact, phone-forward role focused on supporting members through decision-making, clinician matching, and scheduling—particularly for members who are exploring care, feeling uncertain, or need guided support to move forward.

This is not a purely administrative position. Success in this role requires strong emotional intelligence, comfort with ambiguity, and the ability to translate complex care options into clear next steps—while managing a high volume of interactions within our CRM.

Who you are:

• 2+ years of experience in Care Coordination, Patient Navigation, Case Management, or a related healthcare role.
• Bachelor’s degree in Psychology, Social Work, Healthcare Administration, or a related field (or equivalent professional experience).
• Prior experience in behavioral health or mental health services.
• Experience using CRM systems required; Salesforce proficiency highly desirable.
• Comfortable working in Google Workspace and learning proprietary Electronic Medical Record (EMR) systems.
• Exceptional verbal and written communication skills, with the ability to convey warmth and clarity across phone, email, and chat.
• Availability Monday–Friday, 9:00 AM–5:00 PM EST.
• Reliable high-speed internet suitable for remote voice and video communication.

How your skills and passion will come to life at Cerebral:

• Client Conversion & Engagement
  • Conduct outbound and inbound calls with prospective members to support care decisions and drive first-appointment bookings.
  • Guide members through care options (therapy, psychiatry, or integrated care) using non-clinical, supportive framing.
  • Clearly articulate next steps and ensure each interaction ends with a defined outcome (booked, deferred with plan, or follow-up scheduled).
• Clinician Matching & Care Navigation
  • Perform needs discovery and preference-based matching to connect members with the most appropriate therapist or prescriber.
  • Collaborate with clinical teams to understand provider specialties, availability, and fit.
  • Narrate the reasoning behind clinician matches to build confidence and trust.
• CRM & Case Management
  • Utilize Salesforce (and/or internal systems) to track, log, and manage all member interactions with precision.
  • Maintain accurate journey stage tracking, disposition notes, and follow-up actions.
  • Ensure data integrity to support reporting, recovery workflows, and partner referrals.
• Cross-Functional Collaboration
  • Partner closely with Product, Marketing, Clinical Ops, and Support to improve lead flows and conversion pathways.
  • Support referral partners and high-touch channels requiring concierge-level coordination.
• Crisis & Sensitive Situation Handling
  • Identify delicate or high-risk situations and respond with professionalism, empathy, and composure.
  • Escalate appropriately to clinical supervisors when needed, following established protocols.

Core Competencies & Attributes:

• High Empathy: Approaches every interaction with compassion, non-judgment, and respect for vulnerability.
• Client-Centered “Matchmaker” Mindset: Understands that fit—not speed alone—is critical to successful outcomes.
• Self-Starter: Comfortable adapting to evolving workflows and shifting priorities in a fast-paced environment.
• Detail-Oriented: Maintains accuracy across complex member journeys without losing momentum.
• Resilient & Calm Under Pressure: Able to de-escalate frustration and navigate emotionally charged conversations with professionalism.

Who we are (our company values):

• We Deliver Client Impact: Relentlessly focusing on advancing personalized, high-quality, evidence-based care that improves people's lives
• We are One: Bringing our collective expertise together as a unified team, strengthened by collaboration, trust, diversity of thought and shared purpose
• We Aim Higher: Continuously curious to drive our learning, our innovation and our personal growth to reach our full potential
• We are Generous: Giving more than we take with compassion, empathy, support, openness and a willingness to help those in need
• We are Accountable: Acting with courage, conviction and integrity to achieve our goals and ambitions to improve the lives of our clients

Cerebral is committed to bringing together humans from different backgrounds and perspectives, providing employees with a safe and welcoming work environment free of discrimination and harassment. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our workplace.

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Cerebral, Inc. is a management services organization that provides health information technology, information management system, and non-clinical administrative support services for various medical practices, including Cerebral Medical Group, PA and its affiliated practices (CMG), who are solely responsible for providing and overseeing all clinical matters. Cerebral, Inc. does not provide healthcare services, employ any healthcare provider, own any medical practice (including CMG), or control or attempt to control any provider or the provision of any healthcare service. “Cerebral” is the brand name commonly used by Cerebral, Inc. and CMG.