Position Title: Client Care Coordinator 

Program/Location: Vet Well/ San Luis Obispo 

Position Summary:

The Veteran’s Wellness Program engages Veterans, their families, and support persons to provide treatment and ancillary supports to those managing mental health issues, relationships concerns, co-occurring disorders, and trauma. Clients are offered services in a manner that encourages hope while promoting resiliency, growth and recovery. The VetWell team values professional and cultural humility, as well as self-reflection and personal growth/recovery, in an effort to provide high quality client care and promote wellness within the team.

The Client Care Coordinator is a multi-faceted role that combines medical billing and coding expertise with client care coordination, case management, and support for outreach activities, using a trauma informed approach. The ideal candidate will also assist the supervisor with administrative tasks and help ensure seamless day-to-day operations within the practice.

Hours/ Salary Employee Perks:

Full-time, non-exempt position. 40 hours per week. Anticipated hiring range is $30.00-$31.00. Includes a generous individual benefits package that includes health, dental, vision, life, 403b retirement (with up to a 5% employer match) paid vacation/holiday time, paid sick time and a variety of helpful employee perks as well. (*Full Salary Schedule $30.00-$36.00 per hour). 

Employee Perks:

A few of our helpful employee benefits include membership discounts to various local fitness centers. We offer years of service gift cards to businesses of your choice. We offer gift cards for walking, biking, or carpooling to work as well as 20% discount for shopping at our Growing Grounds Downtown Store/Nursey/ Farm. We host two employee appreciation events for employees and their families yearly. We practice Trauma Informed Care Principles, Guidelines for Collaborative Conversations, and encourage the use of pronouns. We mindfully promote equality, respect and diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all the fascinating characteristics that make us different! TMHA is also a pet friendly workplace (upon approval)!

Organization Description:

Transitions – Mental Health Association is a leading non-profit agency committed to providing comprehensive mental health services and support to individuals and families by inspiring hope, growth, recovery and wellness in our communities.  TMHA has decades of experience with teams of compassionate staff. TMHA is a driving force in improving mental health and wellness in our communities and a supportive and inclusive work environment that values diversity and individual contributions. 

Mission Statement:

Transitions Mental Health Association is a nonprofit organization dedicated to eliminating stigma and promoting recovery and wellness for people with mental illness through work, housing, community and family support services.  

Responsibilities and Duties:

Medical Billing & Coding

1. Prepare and submit clean claims to insurance companies, government programs, and patients.

2. Review and verify patient billing information for accuracy and completeness.

3. Apply appropriate CPT, ICD-10, and HCPCS codes based on clinical documentation.

4. Follow up on unpaid claims, denials, and rejections to ensure timely reimbursement.

5. Maintain up-to-date knowledge of billing regulations, coding guidelines, and insurance protocols.

Client Care Coordination

1. Serve as a primary point of contact for patients regarding appointments, follow-ups, and service inquiries.

2. Coordinate care between providers, specialists, and external agencies as needed.

3. Maintain accurate and confidential patient records in compliance with HIPAA.

4. Monitor and track patient progress, service utilization, and grant data.

5. Serve as a lead resource for case management staff by providing regular support, guidance, and access to relevant resources; assist with problem-solving and coordination of client care needs; and provide oversight, support, and guidance to MSW students completing field placement with the program as well as work study students. 

Case Management

1. Develop and implement individualized care plans based on patient needs.

2. Conduct regular follow-ups with clients to assess progress and make adjustments to care plans.

3. Collaborate with clinical staff to ensure continuity and quality of care.

4. Advocate for patients’ needs and assist in connecting them with relevant community resources.

5. Maintain a caseload of 10-15 clients and 2-3 weekly groups. 

6. In-Home and Transportation Support: Provide support to clients in their homes and transport clients to and from appointments and other necessary services, as needed and within the scope of the position.

7. Post-Crisis Support: Provide timely and appropriate follow-up with clients following a crisis, including assessing immediate needs, reinforcing connections to supportive services, and coordinating with the appropriate care team or community resources.

Coordination of Outreach Events

1. Support planning and execution of community health events, screenings, and educational workshops.

2. Inform and educate the community about services offered by the program through community presentations, attendance at community partner meetings, outreach activities, and the development and maintenance of professional relationships with outside organizations.

3. Participate in occasional community outreach events, which may occur outside of regular business hours, including weekends. Staff are expected to represent the program professionally, provide information about available services, and engage respectfully with community members and partner organizations.

Administrative Support

1. Assist the supervisor with scheduling, reporting, data entry, and project coordination.

2. Help monitor compliance with office policies and procedures.

3. Contribute to process improvement initiatives and team meetings.

4. Promote, encourage and maintain trauma-informed practices in all services and activities. Practice and promote, both individually and in team meetings, TMHA’s Collaborative Communication Guidelines in order to facilitate clear, empathetic and person-centered communication. 

5. Assume other duties and responsibilities as assigned by the Clinical Program Administrator

Job Environment:

1. Daily and frequent documentation of client services on the computer.

2. Services to be delivered to clients during a Monday through Friday workweek; schedules will be developed in collaboration with all teammates and management staff to ensure maximum support for clients.

3. Moderate, physical activity and frequent driving that will include the transportation of TMHA clients; may include moving or lifting up to 50 lbs.

4. Involves moderate risks that require safety precautions and the risk of exposure to potentially intense situations. 

Minimum Requirements:

1. Bachelor’s degree in a healthcare-related field or Licensed Psychiatric Technician (required).

2. Minimum 2 years of experience working in a setting billing insurance for services; direct experience in medical billing and coding preferred. 

3. Experience in patient care coordination or case management (preferred).

4. Excellent communication, problem-solving, and organizational skills.

5. Proficient in EHR/EMR systems and Microsoft Office Suite.

6. Knowledge of HIPAA and healthcare compliance standards.

7. Strong interpersonal skills, collaborative work style and strong oral/written and communication skills.  

8. Well defined organizational and time management skills. 

9. Ability to work independently and flexibly

10. Ability to handle intense situations, display good judgment and decision-making skills, and remain calm and clearheaded under pressure. 

11. Able to work effectively with a variety of people and personality types regardless of age, ethnicity, race, religion, sexual orientation, gender identity/expression or socio-economic level

12. Ability to possess and maintain good physical and mental health.  

13. Ability to work well within a team and maintain a professional, respectful attitude in the workplace.

14. Ability to be willing to work with supervisor oversight and direction. 

15. Attendance is an essential function of this job that requires face-to-face interaction with clients and/or other employees.

16. Ability to mindfully promote equality and respect diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all of the other fascinating characteristics that make us different.

17. Demonstrate the ability to successfully deliver culturally responsive services

18. Knowledge of the various dimensions of diversity, including mental health, gender, race and ethnicity. 

19. Must use reasonable precautions in the performance of one’s duties and adhere to all applicable safety rules and practices while acting in such a manner as to assure at all times, maximum safety to one’s self, fellow employees, clients, and other persons contacted through TMHA business. 

20. Conditions of employment include: 

a. Must be at least 18 years of age; possess a valid CA Driver’s License, at least 2 years driving experience, reliable transportation, proof of auto insurance, and DMV driving record that meets TMHA’s current vehicle insurance requirements.  May be required to utilize personal vehicle and auto insurance.  

b. Must comply with a TB assessment (possibly a TB test if needed to confirm a negative tuberculosis result) and receipt of a criminal record clearance through fingerprinting.  

c. Must be able to successfully complete First Aid and CPR training.

Preferred Experience:

Experience as a Veteran or family member of a Veteran.

Physical Demands:

1. Seeing

2. Hearing

3. Speaking

4. Stooping/Bending

5. Moving around office

6. Moving between offices/clients

7. Driving

8. Climbing

9. Lifting/carrying heavy items

10. Computer use

11. Pushing/pulling/dragging items

12. Standing for long periods

13. Working outside

14. Using hands/fingers