Care Coordinator (Bilingual Preferred)

Kooth

7d•$23 - $25

About The Position

At Kooth, our mission is to create welcoming, accessible spaces for personalized digital mental health care that empowers young people to thrive. Grounded in an early-intervention model, we help youth aged 13–25 build resilience, access timely support, and lead fulfilling lives. We are more than a digital service — we are a movement for inclusive, evidence-informed mental health care. Our culture is rooted in our values: Alongside You, Flexible, Compassionate, Committed, and Safe. These guide everything we do - how we show up for young people, how we collaborate as a team, and how we build solutions that meet communities where they are. With Kooth, you’ll be part of something bigger than yourself: meaningful work with measurable impact. We bring this mission to life through Soluna, California’s first-in-the-nation digital behavioral health service for 13–25-year-olds. Soluna removes barriers to care by providing nearly immediate access to 1:1 coaching, Care Navigation, and self-guided tools helping young people find real support, build resilience, and discover hope when they need it most. Together with state and local partners, we’re transforming access to mental health support for youth. Learn more at solunaapp.com/impact. Responsible for providing support within Kooth’s Contact Center and Care Coordination Services, the Care Coordinator will play a dual role. They will handle inbound calls in the Contact Center while also supporting Care Coordination for our service users. Responsibilities include responding to inquiries about the Kooth platform, assisting with account creation, and scheduling coaching sessions with Kooth practitioners. Additionally, the Care Coordinator will coordinate appointments or services with external agencies and providers to ensure that Kooth service users receive the care and support they need.

Requirements

6 months or more of experience with healthcare referrals /care coordination
Experience with inbound call center
Able to commit to the desired schedule: Friday/Saturday and Wednesday, 1:45 PM–10:15 PM PST?

Nice To Haves

Experience within a physician practice or large health system is strongly preferred
Bilingual English and Spanish (preferred)

Responsibilities

Memorize scripts for products and services, and refer to them during calls
Build positive service user experience by going above and beyond with customer service, answering questions, providing support, and ensuring schedules, cancellations, and appointment confirmations are handled appropriately
Provide helpful solutions to service user needs or concerns
Meet SLA targets and achieve all objectives for service, productivity, and quality
Create and maintain record of daily problems and remedial actions taken
Build a positive service user experience by going above and beyond to support the service user in coordination with the practitioners.
Develop and maintain relationships with external organizations, including relationships with affiliate network providers.
Communicate with service users and external resources/providers as appropriate in order to provide a seamless transition/ care experience
Contact insurance carriers to verify a patient's insurance eligibility, benefits, and requirements
Clearly document all communications and contacts with referral partners and service users in standardized documentation and messaging
Handle practitioner referrals and service user outreach; maintain clear and concise communications with service users and service agencies
Understand practitioner schedules and schedule according to availability
Successfully connect calls between the Kooth service user and the translation vendor in support of coaching and telecoaching sessions
Deliver an extremely high degree of compassion, motivation, and commitment related to support for service users
Provide exceptional customer service and build rapport with service users
Professional and courteous demeanor in all forms of communication
Takes ownership and applies rigor to all tasks assigned and understands the direct impact this role has on business operations and service delivery.
Must have a quiet work environment to take and make phone calls