Senior Care Support Coordinator (Internal Candidates Only)

Role Title: Senior Care Support Coordinator (Remote)

Salary: TBD

Schedule: TBD

Interview Process: 30 minute virtual interview with Senior Care Operations Manager

About Fort Health

Fort Health is a mental health company on a mission to “open more paths to better care for more families.” We're all about making a real difference in the lives of children and adolescents. With a whopping 50% of kids in the US missing out on mental health care, we are determined to change that statistic. And with a market size of over $50 billion, we are not just dreaming big - we're making it happen!

Our Vision

Picture this: a world where every child has access to the support they need to thrive mentally and emotionally. With the help of our amazing partners, like the Child Mind Institute, we're creating a one-of-a-kind support system that combines digital tools with virtual clinicians. Because at Fort Health, we believe “we're stronger together.”

Position Overview

We are seeking a compassionate, detail-oriented, and customer-focused Senior Care Support Coordinator to join our Operations Team. In addition to providing exceptional support to patients, families, referral partners, and providers, this role serves as a senior operational resource for the Care Support Coordinator team, helping ensure consistent workflows, high-quality service, and operational excellence.

The Senior Care Support Coordinator is responsible for delivering an outstanding patient experience while serving as the first point of contact for team members with day-to-day questions, supporting onboarding and training initiatives, leading departmental projects, and coordinating team meetings and process improvements. This role works closely with leadership to identify opportunities for increased efficiency, improve workflows, and promote best practices across the department.

This position reports directly to the Senior Care Operations Manager. The ideal candidate is highly organized, proactive, and solutions-oriented, with excellent communication skills, a strong operational mindset, and the ability to lead through collaboration and influence rather than direct supervision.

Duties and Responsibilities

• Deliver exceptional customer service by providing compassionate, timely, and solution-focused support to patients, families, referral partners, and providers.

• Respond to incoming calls from families, parents, pediatrician partners, and provider offices with professionalism, empathy, and efficiency.

• Utilize the Electronic Health Record (EHR) system and patient-facing application to register patients, schedule and reschedule appointments, verify insurance, and provide basic EHR support.

• Collaborate with therapists, psychiatrists, and cross-functional teams to coordinate patient care and ensure accurate documentation.

• Serve as the primary resource for Care Support Coordinator staff by answering day-to-day operational questions and promoting consistent application of workflows and procedures.

• Support the onboarding, training, and ongoing development of Care Support Coordinator team members.

• Support & Lead departmental projects, process improvement initiatives, and team meetings to enhance operational efficiency and the patient experience.

• Partner with leadership to identify workflow improvements, document standard operating procedures (SOPs), and implement best practices.

• Follow through on patient requests to ensure timely resolution and a seamless patient experience.

• Make outbound calls and manage inquiries received by phone, email, fax, and mail, ensuring accurate documentation and timely follow-up.

• Assist with reporting, special projects, and additional responsibilities as assigned to support departmental goals.

Qualifications

• 4+ years of experience in a physical or virtual provider office (MD) as part of a Care Support Coordinator team required; experience in pediatric or behavioral health strongly preferred.

• At least 1 year of experience in a lead, senior, trainer, or mentor role required.

• Proven experience supporting patient registration, insurance verification, scheduling, and appointment management within an Electronic Health Record (EHR) system required.

• Experience onboarding and training team members and serving as a resource for operational questions preferred.

• Experience leading projects, developing workflows, or implementing process improvements preferred.

• Demonstrated ability to collaborate effectively with clinicians and cross-functional teams.

• Strong knowledge of HIPAA-compliant patient communication protocols.

• Excellent verbal and written communication skills in English required.

• Proficiency with Google Workspace, Microsoft Office, and Electronic Health Record (EHR) systems required.

• Ability to prioritize competing responsibilities, work independently, and thrive in a fast-paced environment.

Benefits

At Fort Health, our focus is to provide you with a comprehensive and competitive total reward package that supports you at all career stages- now and into the future. Our success depends on the knowledge, capabilities, and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – where we challenge you with engaging work that adds to your professional development. We are continuing to build out a comprehensive total rewards package including but not limited to:

• Time off: Company shut-down between Christmas and New Years Day

• Remote Work: Enjoy a 100% remote work environment with meaningful touchpoints with the team. Work from anywhere!.

• Collaborative Environment: Join our dynamic team, where collaboration is at the heart of everything we do! We foster a supportive environment that encourages working together so we can achieve more tremendous success and inspire one another to reach our full potential. If you’re looking for a place where your contributions are valued and your professional development is a priority, you've come to the right place!

Fort Health is a proud Equal Opportunity Employer – we recruit, train, compensate and promote our team members based on qualifications. We know how important it is not only to include, but to actively seek out a diversity of opinions and voices.

We want to hear from you regardless of your race, religion, national origin, sex, gender identity, sexual orientation, disability, age, veteran status, or any other applicable legally protected characteristics.