Telehealth Case Manager Coordinator

Responsibilities

FHCHS of PR, Inc. organization with extensive experience in managing mental health benefits and developing solutions that promote the emotional well-being of individuals, families, workplaces, and communities. Since our foundation in 1996, at FHC Mental Health, we have worked to facilitate access to excellent mental health services and support people at different stages of their lives.  Our experience has allowed us to evolve, expand our services, and develop integrated solutions that promote prevention, guidance, recovery, and continuity of care.  Website: https://fhcsaludmental.com/

The Telehealth Case Manager Coordinator supports a fully virtual mental health clinic by coordinating patient care and ensuring timely access to psychiatric and therapeutic services. This role assesses patient needs, schedules telehealth appointments, facilitates continuity of care, and connects patients with licensed providers through secure telehealth platforms. As the primary liaison between patients and clinicians, the coordinator streamlines communication and ensures adherence to HIPAA, telemedicine regulations, accessibility requirements, and organizational quality standards.

1. Coordinate patient care across a fully virtual mental health clinic, this role ensures timely access to psychiatric and therapeutic services while delivering personalized remote support.
2. Acts as a liaison between providers and patients by delivering education, coordinating care, and offering personalized support through the telehealth platform, including outreach via phone or secure messaging for reminders, instructions, follow‑ups, and other coordination tasks.
3. Manages appointment preparation, including gathering required documents, deductible payments, and coordination with families to facilitate pre-visit completion.
4. Function as first contact for patients in non-emergency situations such as medication refills requests or appointment issues such as rescheduling or cancellation
5. Provides technical education and support to patients and providers on navigating videoconference tools and the EHR, offering troubleshooting and connection assistance via secure text or phone to ensure successful virtual appointments
6. Initiates virtual video visit (Zoom or designated application) and troubleshoot any technical or connectivity issues
7. Support accessibility needs by coordinating ancillary services such as interpreter support when necessary
8. Completes patient check‑in by accurately documenting pre‑visit information in the EHR, handling registration, verifying insurance eligibility, and managing appointment confirmations or rescheduling
9. Confirms appointments and obtains telemedicine consent ahead of virtual visit while verifying patient identity and ensuring compliance with safety, privacy, confidentiality, and HIPAA guidelines
10. Collects patient payments by sending secure payment links and assisting with online transactions, documenting all payments, and communicating expected out‑of‑pocket costs and billing processes
11. Distribute patient satisfaction surveys via text message or electronic links after appointments and encourage completion, and track survey responses and escalate feedback that may help improve patient experience or operational workflow
12. Maintains accurate, up‑to‑date patient records and documents coordination activities, communications, and administrative tasks in alignment with clinic guidelines
13. Receive and verify referrals, request additional information as needed, and track documentation status
14. Prepare daily, monthly, or ad‑hoc operational hips as required
15. Maintain open, proactive communication with patients, providers, administrative staff, and other departments
16. Recognize urgent situations and escalate appropriately using established internal pathways
17. Demonstrates strong communication skills, active listening, and professionalism when engaging with patients and families, including those who may be experiencing frustration or distress.

Benefit & Rewards Highlights

• Competitive Compensation
• Excellent Medical, Dental, Vision and Prescription Drug Plans 
• 401(K) with company match
• Career development opportunities within UHS and its 300+ Subsidiaries! 
• Tuition incentive
• Continuing education incentive
• Vacation and sick license, among others.

About Universal Health Services

Headquartered in King of Prussia, PA, Universal Health Services, Inc. (NYSE: UHS) is one of the nation’s largest and most respected providers of hospital and healthcare services. Since our founding in 1979, UHS has grown steadily into a premier Fortune 500® corporation perennially recognized by multiple esteemed national rating entities. Through its subsidiaries, UHS operates inpatient acute care facilities, inpatient behavioral health facilities, outpatient and other facilities, nationwide virtual behavioral health services, an insurance offering, a physician network and various related services with physical locations in the U.S., Puerto Rico, Ireland and United Kingdom. www.uhs.com.

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Qualifications

• Bachelor in social work or Psychologist
• Two or more years of experience in the health field.
• Excellent computer skills
• Knowledge in Microsoft Office
• Proficiency in HER software & secure communication platforms
• Preferred fully bilingual
• Effective communication skills – both verbal and written
• Problem-solving abilities and organizational skills

EEO

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.

Avoid and Report Recruitment

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At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skill set and experience with the best possible career path at UHS and our subsidiaries. During the recruitment process, no recruiter or employee will request financial or personal information (e.g., Social Security Number, credit card or bank information, etc.) from you via email. Our recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc.

If you suspect a fraudulent job posting or job-related email mentioning UHS or its subsidiaries, we encourage you to report such concerns to appropriate law enforcement. We encourage you to refer to legitimate UHS and UHS subsidiary career websites to verify job opportunities and not rely on unsolicited calls from recruiters.