Director of Client Care Coordination

Job DetailsJob Location: ALL Locations - Los Angeles, CA 90007Position Type: Full TimeEducation Level: B.A./B.S.Salary Range: $67,980.00 - $101,970.00 HourlyJob Category: Nonprofit - Social ServicesROLE SUMMARY:

The Director of Client Care Coordination serves as a primary point of contact for clients and families, supporting access to care through multi-program and service site appointment coordination and scheduling, intake support, care plan follow-up, referral management, documentation, and cross-department communication. This role combines client-facing support, administrative coordination, and care management responsibilities to help ensure clients receive timely, organized, and person-centered services.

ESSENTIAL FUNCTIONS:

Coordinate client appointments from referral through intake, assessment, and ongoing clinical services using the agency's scheduling systems and Electronic Health Record System (EHR-S), ensuring timely access to care.
Serve as the primary point of contact for clients and families regarding appointments, referrals, care coordination, care plans, and general service information. Manage scheduling, track attendance and gaps in care, route clinical questions to providers, and help clients navigate transitions or discharge.
Coordinate client care across internal programs and external providers, including managing referrals, intake scheduling, insurance verification, eligibility, authorizations, and follow-up to ensure timely access to appropriate services.
Oversees the booking of standard intake sessions and follow-ups for psychiatric nurse practitioners (PMHNPs) and support basic clinic workflow, communicates patient feedback or medication-related questions back to the nursing and psychiatric team under appropriate administrative boundaries.
New Client outreach, engagement, and process of new client referrals. Answer initial inquiries, gather demographic and insurance data, verify benefits, and match prospective clients with appropriate psychiatric or mental health clinicians.
Interdisciplinary Communication. Serve as a bridge between clients, families, therapists, and psychiatric medical staff to ensure treatments plans run smoothly.
Administrative Tracking. Maintain accurate electronic health records (HER) or client relations management (CRM) data, handle paperwork, and resolve administrative barriers.
Maintain and oversee schedules for direct service staff while supporting front desk, intake, and scheduling operations as needed.
Monitor appointment adherence by overseeing reminder systems, conducting follow-up communications, rescheduling missed appointments, and promoting continuity of care.
Collaborate with healthcare providers, behavioral health professionals, case managers, specialists, and community partners to support individualized, whole-person care plans and address barriers to care, including transportation, insurance, housing, financial, and social service needs.
Advocate for clients and families to improve access, engagement, and continuity across healthcare, behavioral health, and community-based services.
Maintain accurate and timely documentation within the EHR, including referrals, appointment information, care coordination activities, follow-up notes, and other required records.
Prepare, organize, and maintain correspondence, reports, forms, meeting materials, and client and staff records in compliance with confidentiality, HIPAA, and applicable regulatory requirements.
Participate in quality assurance activities, record audits, care management reviews, staff meetings, and performance improvement initiatives while identifying opportunities to improve workflows, documentation, communication, and care coordination processes.
Educate and support staff on scheduling systems, workflow improvements, and care coordination best practices.
Provide administrative support for meetings, trainings, special projects, staff coverage, community activities, and other duties as assigned while maintaining a professional, respectful, and service-oriented approach.

REQUIRED QUALIFICATIONS:

BA or BS degree in business administration or social services required; associate degree, bachelor’s degree, or coursework in social services, behavioral health, healthcare administration, public health, psychology, or a related field. Minimum of two years of administrative, customer service, intake, case management, care coordination, or healthcare/behavioral health office experience preferred. 5+ years of supervisory or team-lead experience is required with a demonstrated ability to lead, support and manage employees effectively.

Direct experience with LA County and State of California public funding systems, including but not limited to LA Department of Mental Health (DMH), LA Department of Children and Family Services, and California Department of Health Care Services, with patient scheduling, referrals, insurance verification, authorizations, electronic health records, or medical office workflows strongly preferred.

Bilingual English/Spanish skills preferred or required based on program needs.

Proficiency with Microsoft Office, including Word, Excel, Outlook, and electronic health record systems.

CONDITIONS OF EMPLOYMENT:

Employee may be asked to pursue additional training when it is determined to be in the best interest of the Company. Employee must have the ability to use a personal vehicle with the required insurance coverage to complete the essential duties of their job and conduct agency business. Employee must maintain a valid California driver’s license and clean driving record that meets Wellnest’s insurance carrier’s criteria for liability coverage. In keeping with Company policy for all employees, the successful applicant must also complete a test for TB, and fingerprint clearance by the Department of Justice. Employee must agree to Wellnest's Arbitration Agreement as a condition of employment.

WORKING CONDITIONS:

Work is primarily performed on-site in an office, clinic, or behavioral health program setting. Must be able to manage frequent interruptions, competing priorities, and confidential information in a professional manner. May require travel to community locations, meetings, or partner sites may be required depending on program needs.

REASONING ABILITY:

Strong written, verbal, and interpersonal communication skills, with the ability to effectively present information, respond to questions, and address sensitive inquiries from clients, staff, and the public.

Ability to read, analyze, interpret, and apply policies, procedures, manuals, reports, schedules, and written or verbal instructions.

Excellent organizational, analytical, and problem-solving skills, including the ability to gather, analyze, synthesize, and accurately manage data and information.

Ability to manage multiple priorities, establish priorities, meet deadlines, maintain attention to detail, and perform accurately under pressure with limited supervision.

Ability to work independently and collaboratively in both face-to-face and telephone-based environments while maintaining professionalism, confidentiality, and positive working relationships with diverse populations.

Demonstrated flexibility and adaptability to changing priorities, work demands, and organizational needs.

Commitment to maintaining the highest ethical and professional standards in accordance with agency policies and applicable regulations.

PHYSICAL DEMANDS:

Role is primarily sedentary with regular use of a computer, telephone, and office equipment.

Ability to talk or hear in order to give and receive information and instructions.

Ability to stand, walk, sit, use hands to finger, handle or feel objects, tools or controls

Ability to reach with hands and arms.

Visual acuity, ability to adjust focus and peripheral vision for work on a laptop or other computer equipment.

Lift and/or move up to 20 pounds.

This description is only intended to illustrate the duties, responsibilities and requirements for it. It is not intended, nor should it be interpreted to describe each and every duty the employee may be required to perform.

Wellnest does not discriminate against any client, parent/guardian, employee or community member on the basis of actual or perceived ancestry, age, color, disability, gender, gender identity, gender expression, nationality, race or ethnicity, religion, sex, sexual orientation, or association with a person or group with one or more of these actual or perceived characteristics.

Due to restrictions from DHCS, Wellnest, as a health care provider, is unable to employ anyone on a DHCS exclusionary list or database. Applicants will be asked to confirm within the application process whether they are subject to an exclusion.
Qualifications