Care Coordination Operations Lead-Remote
- Role: Care Coordination Operations Lead-Remote
- Location: 100% Remote (Global)
- Compensation: USD 70-90 per hour
About the Role
We are seeking an experienced Care Coordination Operations Lead to help launch and scale a human-led care coordination service for families navigating complex education, therapeutic, and medical systems. This role is ideal for licensed social workers (LMSW/LCSW) or equivalent care navigation leaders with a strong operational mindset and a passion for supporting families with complex needs.
- Key Responsibilities
- Design and operationalize a human-led care coordination service for families
- Define the care coordinator role, including responsibilities, escalation paths, and handoffs
- Establish scope boundaries, operating principles, documentation standards, and decision-making guidelines
- Build or refine playbooks and SOPs: intake, triage, case planning, follow-ups, referrals, and cross-system workflows
- Design and implement quality controls for care coordination teams at scale
- Define core service metrics and health indicators: resolution time, family satisfaction, adherence to workflow, escalation accuracy, documentation quality
- Collaborate with cross-functional teams to optimize operations
- Required Qualifications
- Experience operating or overseeing human-led care coordination services for families with complex needs (pediatrics, behavioral health, ASD, special education, complex care)
- Proven experience building or scaling a care coordination function, including role design, scope, and operating principles
- Track record creating and maintaining playbooks, workflows, and quality systems for coordinator teams (training, QA, coaching, calibration)
- Excellent written communication skills and ability to produce clear, structured operational documentation
- Familiarity with care navigation or advocacy programs (e.g., Rethink First, Lyra Health, Wellthy, HealthJoy, Spring Health, Accolade, Included Health)
- Preferred Geography
- Priority: New York (NY), New Jersey (NJ), Massachusetts (MA)
- Open to broader US candidates if needed
- Additional Information
- Fully remote, independent contractor role
- Flexible schedule with weekly payments via Stripe or Wise
- Projects may be extended or adjusted based on needs and performance
- Equal opportunity employer with reasonable accommodations available
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