[Remote] Bilingual Telehealth Service Coordinator

Note: The job is a remote job and is open to candidates in USA. Guidelight Health is a cutting-edge behavioral healthcare company dedicated to transforming lives through high-quality PHP and IOP services. The Telehealth Service Coordinator will ensure exceptional support for clients entering virtual programs, acting as a vital link between clinical, operational, and administrative teams to facilitate efficient virtual care experiences.

Responsibilities
• Ensure clients have the necessary technology and knowledge to participate in virtual services successfully
• Welcome and orient clients to Guidelight’s virtual programs, covering administrative and technological readiness and program expectations
• Serve as a point of contact for day-to-day administrative, case management or operational issues in virtual care delivery
• Schedule appointments and coordinate with clinical staff to ensure smooth transitions between sessions
• Manage incoming calls and web inquiries, providing accurate information and directing clients to the appropriate staff, as needed
• Assist clients and providers with sending prior medical records and uploading them into the EHR
• Track and maintain missing documentation to ensure completeness and compliance
• Support the virtual clinic with admission, assessment and attendance related documentation and client coordination
• Troubleshoot basic technical issues and escalate to IT or platform support as needed
• Serve as a primary contact for clients experiencing technical challenges in maintaining or initiating access during virtual clinic programming
• Track and maintain detailed records of patient interactions, referrals, and intake assessments in Guidelight’s CRM and EMR
• Verify insurance information and assist with billing inquiries as needed
• Collaborate with clinical staff to address patient needs in a timely and empathetic manner
• As needed, conduct screening assessments to obtain initial information from the patient to aid therapists in evaluating client clinical fit
• As needed, support discharge planning and post-care follow up processes
• Adhere to all company policies and procedures, including HIPAA and confidentiality standards

Skills
• Bachelor's degree
• Professional fluency in Spanish
• 2–3 years of experience in a healthcare or customer service setting
• Comfortable navigating multiple platforms (e.g., CRM, EMR) and intermediate computer proficiency
• Strong organizational, multitasking, and time-management skills in a fast-paced environment
• Exceptional interpersonal and communication skills, with the ability to handle patient concerns professionally and empathetically
• Commitment to diversity, equity, and inclusion in a culturally competent work environment
• Background in behavioral health or virtual care management
• Knowledge of mental health terminology and procedures

Benefits
• Health & Wellness: Medical, dental, vision, HealthJoy unlimited therapy, UHC wellness program, HSA/FSA options, and pet insurance.
• Time Off: Responsible PTO covering vacation, sick leave, and select federal holidays.
• 401(k): With company match.
• Professional Development: $1,500 tuition reimbursement for ongoing education or CEUs, and opportunities for cross-licensure when applicable.

Company Overview
• Guidelight elevates behavioral healthcare by bridging the gap between inpatient and outpatient and allowing people to conveniently access transformative care while continuing to meet obligations and do the things they value, if they choose. It was founded in 2023, and is headquartered in Glencoe, Illinois, USA, with a workforce of 51-200 employees. Its website is https://www.guidelighthealth.com/.

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