Care Coordinator

Cerebral and Resilience Lab have joined forces to build a new standard in mental health care—one that emphasizes better outcomes through stronger clinical decision-making, rigorous training, and professional excellence. By combining Resilience Lab’s Methodology & clinically-led training Institute with Cerebral’s extensive reach, clinical network, and care capabilities, we are creating a national model for high-quality, integrated, and accessible behavioral health care. We believe quality mental health care starts with curiosity, professionalism, and mastery of clinical decision-making. Joining our team means committing to show up on your best foot every day where you’ll be equipped with structured training, supportive supervision, and a methodology designed to guide you in making sound clinical decisions.The RoleA Care Coordinator is not a scheduler or support agent. This role sits at the highest-friction point in the care journey and helps people move from uncertainty to committed action. Care Coordinators guide prospective patients who often know they need help, but do not yet know what kind, whether they are ready, or how to move forward. The role requires judgment, emotional attunement, ambiguity handling, and the ability to translate vague help-seeking into a clear, appropriate next step. This is a revenue-critical function. The quality of the interaction directly shapes conversion quality, attended first sessions, match quality, and retention.This is a 1099 Independent Contractor position working 30-35 hours per week. Contractor should provide some availability Monday - Friday 5:00pm-9:00pm and/or weekends (Saturday & Sunday) from 10:00am-6:00pm. Who you areConduct high-judgment care consults with prospective patients seeking mental health supportHelp patients make sense of what they are experiencing, even when their needs are vague, emotionally loaded, or only partially formedClarify patient needs and guide them toward the right provider type, modality, or level of careBuild readiness and reduce hesitation by normalizing help-seeking, lowering activation barriers, and helping patients feel understoodTranslate uncertainty into action by helping patients commit to a clear next step in careReinforce the decision to seek care across key handoffs, including pre-booking, post-booking, and pre-session moments where drop-off risk is highUse structured tools, matching logic, and available context to improve fit while preserving a highly human, relational interactionDocument key consult insights clearly so the broader system can preserve the clarity and commitment created during the conversationPartner closely with clinical, product, operations, and support teams to reduce pathway friction and improve continuity across the care journeyWhat success looks likeMore prospective patients convert into attended first sessionsPatients enter care with stronger readiness and clearer expectationsProvider and modality matching improvesNo-show and early churn rates decreaseThe care journey becomes more reliable across handoffs, not just more active at the top of funnelWhat makes someone strong in this roleExceptional listening skills, including the ability to hear what is uncertain, unspoken, or only partially formedStrong judgment in ambiguous, emotionally complex conversationsAbility to respond dynamically to tone, pace, hesitation, and distress in real timeComfort guiding people who do not yet have a clear mental model of what kind of care they needAbility to build trust quickly and create the conditions under which a person feels safe enough to move forwardStrong communication skills that balance warmth, clarity, confidence, and precisionAbility to make nuanced fit decisions without relying on rigid scripts or premature closureStrong follow-through and documentation habitsComfort operating in a fast-moving, high-accountability environment where performance is tied to real downstream outcomesQualificationsBachelor’s degree in psychology, social work, counseling, public health, or a related field preferredExperience in mental health care navigation, care coordination, intake, patient engagement, admissions, case management, crisis-adjacent support, or another high-empathy, high-judgment patient-facing roleStrong mental health literacy, including familiarity with common diagnoses, treatment modalities, provider types, and levels of careDemonstrated ability to handle emotionally complex or ambiguous conversations with empathy and sound judgmentExperience influencing action, reducing hesitation, or supporting people through high-stakes decisions is strongly preferredExperience in a startup, digital health, or operationally complex environment is a plusWhat this role is notA call center roleA purely administrative scheduling roleA script-driven customer support positionA generic intake function measured only on speed or volumeHow this role is measuredConsult-to-booking conversionAttended first session rateEarly retention / s