Innerwell
Website:
helloinnerwell.com
Job details:
About InnerwellWe are on a mission to expand access to world-class behavioral health care by combining standard therapy and psychiatry with innovative care models and deeply personalized support. While we specialize in evidence-based modalities such as ketamine-assisted therapy and EMDR, we are equally committed to providing exceptional general mental health care. As part of our team, you will help build scalable systems that enable thousands of patients to receive high-quality care at accessible costs, transforming mental health outcomes nationwide. Together, we are shaping a future where high-quality mental health care is available to all.
Who We NeedWe are seeking a proactive, patient-centered Care Coordination Specialist to join Innerwell and elevate the quality of care our patients experience every day. This is a hands-on role designed for someone who thrives in complex patient situations. You’ll be on the front lines responding to patient questions, resolving common issues, and supporting day-to-day operations across our platform. You will follow workflows, investigate issues, collaborate with teammates when cases need additional support, and ensure patients feel heard and cared for throughout their journey with Innerwell. This is a meaningful opportunity to support our mission while growing your skills within a fast-moving behavioral health organization.
What You'll Do- Resolve complex patient cases: Handle patient tickets in Zendesk, including technical issues, scheduling requests, account questions, access challenges, and care coordination needs.
- Deliver exceptional patient support: Communicate with warmth, empathy, and clarity-especially when patients are confused, frustrated, or navigating sensitive care situations.
- Investigate and troubleshoot issues: Work through unclear situations by gathering context across systems, identifying root causes, and driving issues to resolution.
- Support platform navigation: Help patients understand how to use Innerwell’s tools, including scheduling appointments, accessing care, sending messages, and managing their accounts.
- Collaborate cross-functionally: Partner with Support, Clinical Operations, Eligibility, and other internal teams to gather information, remove blockers, and resolve patient issues.
- Follow and improve workflows: Use existing SOPs to guide decisions while flagging edge cases, recurring issues, or opportunities to improve documentation and processes.
- Maintain clear case documentation: Keep accurate, organized notes in Zendesk and internal systems to ensure smooth handoffs and consistent patient support.
- Stay engaged in the support queue: Manage incoming tickets with strong prioritization, organization, and attention to detail to ensure timely patient responses.
Who You Are:- Experienced in digital health or healthcare operations: You bring 1–2+ years of experience in patient support, care coordination, healthcare operations, or another patient-facing role, ideally within digital or behavioral health.
- Patient-focused communicator: You’re compassionate, clear, and thoughtful in how you communicate, and you know how to help people feel supported during stressful moments.
- Analytical troubleshooter: You’re comfortable working through ambiguity, asking clarifying questions, and connecting details to find effective solutions.
- Organized and detail-oriented: You maintain accurate notes, follow SOPs consistently, and catch small errors that could impact patient experience.
- Comfortable in fast-moving environments: You adapt quickly to new tools, processes, and priorities while managing multiple cases.
- Tech-confident and reliable: You’re comfortable using Zendesk (or similar support platforms), EHR systems, and internal tools while following established workflows.
- Eager to learn and grow: You’re excited to deepen your understanding of healthcare operations over time, including clinical coordination, eligibility, and insurance basics.
Equal OpportunityOur patients come from all backgrounds, and so do we. Innerwell is committed to fostering an inclusive environment that reflects the diverse communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Recruitment Process- HR Screening
- Assessment
- Hiring Manager Interview
Click on Apply to know more.