Case Manager, Saturday & Sunday 12AM - 12:30PM

Job Description:

• Provide telephonic and virtual case management, care coordination, crisis support, and member navigation
• Take CrisisNow calls during assigned coverage times and provide immediate support to callers
• Remain available in queue while awaiting CrisisNow calls or other assigned call center responsibilities
• Assess imminent risk of harm and escalate to emergency services, local authorities, 988, licensed leaders, or internal leadership when appropriate
• Provide crisis intervention, emotional support, de-escalation, safety planning, and resource connection
• Serve as a key member of the Crisis Response Team during life-threatening emergencies and urgent safety concerns
• Review and respond to flagged Peer Community and TimelyGuide posts
• Escalate imminent or high-risk concerns to licensed clinical leaders and appropriate internal teams
• Coordinate care with TimelyCare providers, school counseling and health centers, external providers, community resources, and other support systems
• Develop, support, and monitor individualized care plans
• Advocate for members to receive the right level of care, including higher levels of care when telehealth is not appropriate
• Support members with psychiatric, mental health, substance use, medical, social, academic, and basic needs concerns
• Monitor member progress and recommend care-plan adjustments
• Provide education, support, and advocacy to members and appropriate families or support systems
• Assist with medication coordination between TimelyCare and outside providers
• Support referrals, scheduling, administrative needs, and care navigation
• Serve as a liaison among members, providers, customer support, care coordination, campus partners, and community resources
• Support faculty and staff guidance calls related to student well-being concerns
• Monitor case management triggers and higher-level-of-care needs
• Maintain accurate, confidential, timely, and secure documentation
• Use video conferencing, phone, email, SMS, EHR systems, and other technology platforms
• Manage workload, queue responsibilities, documentation, and follow-up tasks in a structured call center environment
• Perform other clinical, operational, technical, and administrative duties as assigned

Requirements:

• Masters degree in the mental health field, such as professional counseling, social work, marriage, and family therapy, or a related field, required
• Active and unrestricted clinical license preferred or required based on role scope and business need
• 3-5 years of experience in a clinical setting with direct patient care in a call-center environment, crisis management and intervention, case management, and care coordination
• Experience working with clients with a broad range of complex psychiatric, mental health, substance abuse, and medical disorders
• Experience in crisis intervention and case management within a call center, telephonic, or virtual care environment
• Comfort working in crisis-level situations, including suicide risk, safety concerns, de-escalation, mandatory reporting concerns, emergency escalation, and care coordination during urgent events
• Knowledge and experience implementing crisis intervention techniques at the individual, organizational, and community level
• Strong understanding of telehealth best practices, documentation standards, confidentiality, and member-centered care
• Excellent customer service skills and strong verbal and written communication skills
• Ability to work within structured schedules, queue-based responsibilities, and time-sensitive operational expectations
• Strong time management skills, with the ability to balance calls, queue coverage, flag reviews, documentation, crisis response, and case management follow-up
• Adaptability to quickly changing priorities, student needs, provider needs, and operational demands
• Proficiency, or ability to quickly learn, in Microsoft Office, Google Suite, Zoom, Slack, Zendesk, Electronic Health Record systems, and TimelyCare administrative platforms
• Bilingual skills are a plus, but not required

Benefits:

• Paid Company Holidays
• No work on your birthday
• Flexible PTO
• Volunteer Time Off (VTO)
• Variable bonus eligibility on a quarterly basis
• Company-sponsored Health Insurance (Medical, Dental, Vision)
• Pet Insurance
• Company-paid group Life Insurance
• Company-paid Short Term Disability
• Concierge benefit support services
• 401(k) with employer match
• Free access to TimelyCare virtual medical and mental health support
• Mission-Driven Purpose with a Supportive Team Culture