Sr. Care Coordinator (Behavioral Health)

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the "12 Angry Seniors." Their mission continues to guide everything we do.

Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults.

Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity.

At SCAN, we believe scale should strengthen-not dilute-our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve.

*This is a remote role that will work 8-5 M-F Pacific Time Zone hours*

The Job

Contribute to the care and well-being of SCAN members, empowering them to age in place by collaboratively assessing, planning, coordinating, and monitoring their holistic needs, including behavioral health and psychosocial needs. Provide guidance and care coordination to reduce barriers to care, improve engagement, and support continuity across behavioral health and medical services. Focus on addressing members' care coordination needs, processing referrals and services, connecting members to appropriate resources, supporting navigation of the healthcare system, and responding to and resolving escalated issues with compassion and efficiency.

You Will

Perform general and behavioral health screenings to determine and provide appropriate referrals, completing initial screening in a timely manner of receiving a new referral. Actively participate in special projects with an ability to balance competing priorities and/or serve as a SCAN liaison with behavioral health providers.

Act as a point of contact with members, providers, and medical groups for interpretation and administration of various benefits/programs, including exploring behavioral health provider preferences in collaboration with members and care teams. Connect members to appropriate behavioral health services (e.g., therapy, psychiatry, intensive outpatient or partial hospitalization) and social support (e.g., case management and supplemental SCAN benefits) and troubleshoot a wide range of complex psychosocial and escalated access issues for SCAN members.

Use advanced motivational interviewing techniques to understand and accurately address member goals and issues, improve engagement with behavioral health and medical services, and to de-escalate when needed to minimize conflict and avoid grievances from members and providers. Provide education to members and/or caregivers on behavioral health care journeys and options (e.g., psychiatry, talk therapy, telehealth, in-person) to support informed decision-making and follow-through.

Provide coordination of care utilizing an advanced level of understanding about member benefits, collaboration with various internal and external teams to develop action plans, and a wide range of community resources, addressing and resolving access to care issues to support better health outcomes and a positive member experience. Assist with contacting behavioral health providers to identify appointment availability, support scheduling as needed, and follow up after the first appointment to confirm needs are met and continuity of care is supported. Facilitate communication between members, providers, and care teams to ensure coordinated care.

Complete timely and accurate documentation, such as screenings, care plans, service plans, case notes, service requests, and behavioral health navigation activities in multiple computer systems/programs. Document all interactions, progress, and outcomes in the EMR and tracking database, and ensure corresponding documentation is submitted within established timeframes and following department desktop procedures.

Demonstrate an advanced level of understanding and practice of organizational, analytical, critical thinking, and leadership skills to resolve issues and assist team members with members, providers, vendors, and other internal and external departments. Educate SCAN network providers as needed on contract requirements and ability to serve SCAN members, and collaborate with medical groups, SCAN network teams, and/or care teams to resolve authorization and contract-related barriers impacting timely access to behavioral health and other services.

Exhibit professionalism and empathy in all interactions and able to de-escalate tense situations with members and provider partners, including sensitive behavioral health-related concerns, to support timely resolution and a positive member experience.

Utilize and assist in the development of department desktop procedures, workflows, job aids and training material, including resources related to behavioral health navigation, referral tracking, and access-to-care processes. Identify barriers to work processes and brings potential solutions/revisions to the attention of the supervisor/manager. Serve as a subject matter expert on processes within team and for other teams.

Performs work under minimal supervision. Handles complex issues and problems (including complex behavioral health access, referral coordination, and continuity-of-care concerns) and refers only the most complex issues to higher-level staff. Possesses comprehensive knowledge of subject matter.

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

Actively support the achievement of SCAN's Vision and Goals.

Other duties as assigned.

Your Qualifications

High School Diploma required

Some college preferred

5+ years working in managed care, healthcare environment, or behavioral health case management.

2+ years working with seniors and working remotely strongly preferred.

Technical expertise - Advanced technical skills for functional area

Problem Solving - Basic problem-solving skills

Communication - Good communication and interpersonal skills

Bilingual Spanish strongly preferred Conversational (Oral), Reading, Writing. Testing will be administered if applicable.

Use advanced motivational interviewing techniques, including de-escalation, to understand and accurately address member concerns.

Ability to work in an environment where continuous coaching and feedback is the standard practice.

Ability to proactively seek out answers, work independently, and serve as a subject matter expert within team and to other teams to troubleshoot member issues.

Strong interpersonal skills, including excellent written and verbal communication skills.

Strong organizational skills. Strong critical thinking skills.

Ability to collaborate effectively within a multidisciplinary team, both within SCAN and with provider partners.

Ability to appropriately maintain confidentiality.

Strong knowledge of medical terminology and abbreviations.

Deep understanding of CMS and DHCS regulations, including Special Needs Plan requirements.

Deep understanding of local community resources for seniors.

What's in it for you?

Base salary range: $25.38 to $35.01 per hour

Remote position

An annual employee bonus program

Robust Wellness Program

Generous paid-time-off (PTO)

Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday

Excellent 401(k) Retirement Saving Plan with employer match and contribution

Robust employee recognition program

Tuition reimbursement

An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)