Job Title: Client Care Specialist

Department: Clinical Operations

Location: Remote (U.S.-based)

Employment Type: Part-Time

About MyWellbeing

We at MyWellbeing are on a mission to make high-quality, affirming, and accessible mental health care available for all. To date, we have supported more than 200,000 people in finding the right therapy for their unique needs and we look forward to broadening our impact with you as a core member of our team.

At MyWellbeing, we believe that the best mental health care starts at the very beginning: with a welcoming, responsive, and seamless first point of contact for every client.

In a world where searching for care can feel lonely, isolating, and expensive, we have designed a care coordination experience that is human at its core and supports care-seekers in moving forward with the care and insight they need.

You as our incoming Client Care Specialist will play a central role in leading our client experience from first point of contact through getting started in care. You will have an opportunity to work with MyWellbeing’s founding and leadership team to refine the client care experience and ensure that the clients we serve are seen, supported, and ultimately, growing.

If you are an ambitious, responsive leader with strong attention to detail and eager to leave the world a little healthier than you found it, this could be the position for you. We can’t wait to meet you!

Position Summary

The Client Care Specialist is the vital first point of contact for prospective clients, responsible for guiding them from initial inquiry through successful scheduling and attendance of their first intake session. This role requires a balance of relational warmth and operational rigor, demanding excellent communication, clarity, persistence, and strong follow-through. 

The specialist engages with clients via email, phone, and text; rapidly responds to new inquiries; supports insurance/VOB collection; ensures accurate data entry; coordinates clinician matching; and proactively addresses barriers to care.

Key Responsibilities

1. Client Outreach & Engagement

   1. Respond to all new client inquiries within one (1) hour during business hours.

   2. Conduct proactive outreach via email, phone calls, and text messaging in a warm, professional, and supportive manner.

   3. Build rapport with clients, provide clear guidance on next steps, normalize questions, and reduce anxiety about starting therapy.

2. Intake Coordination & Scheduling

   1. Manage the end-to-end intake process, ensuring clients successfully schedule and attend their initial appointment.

   2. Match clients with an appropriate clinician based on presenting concerns, availability, licensure, modality, insurance, and client preferences.

   3. Coordinate scheduling and rescheduling; proactively follow up with clients who have not responded using multiple touchpoints across modalities.

   4. Monitor the intake funnel to identify drop-off points, delays, or friction.

   5. Proactively share insights with the team to improve conversion, speed-to-care, and client experience. 

   6. Strategically develop processes to reduce drop-off, including introducing better copy, establishing more regular touch points with clients, and setting up automations with the support of technology.

3. Insurance & Administrative Support

   1. Collect required verification of benefits (VOB) information and ensure timely submission.

   2. Support clients through self-pay and sliding scale options when out of network.

   3. Enter and maintain accurate, timely client records within the electronic health record (EHR) system.

   4. Ensure all required intake paperwork, consent forms, and documentation are completed prior to the intake session.

   5. Identify and escalate insurance, eligibility, or administrative concerns as needed.

   6. Contribute to documentation of best practices, FAQs, and evolving intake standards. 

4. Technology & Portal Support

   1. Assist clients with accessing the client portal, completing digital forms, and navigating telehealth platforms.

   2. Troubleshoot basic technical issues related to log-ins, forms, and appointment access.

   3. Collaborate with internal teams to resolve more complex technology challenges.

5. Follow-Up & Retention Support

   1. Conduct outreach for intake no-shows or cancellations to reschedule and re-engage clients.

   2. Track outstanding intake tasks and follow up consistently until resolved.

   3. Maintain accurate documentation of all client communication and outreach attempts.

   4. Support continuity of care by ensuring clients successfully transition into ongoing services.

   5. Engage with clients in the first 3-5 sessions to learn how care is going and gain feedback to consistently improve client experience. 

Qualifications

Required

• High level of organization, follow-through, and attention to detail.

• Strong written and verbal communication skills; comfort communicating with clients during emotionally vulnerable moments.

• Proven ability to manage multiple client cases simultaneously in a fast-paced environment.

• Proficiency with Electronic Health Record (EHR) systems, scheduling platforms, and digital communication tools.

• Warm, empathetic, professional, and client-centered problem-solving approach.

• Strong sense of urgency and responsiveness.

Preferred

• Bachelor’s degree (or equivalent professional experience).

• 1–3 years of experience in sales, intake coordination, client services, healthcare administration, or behavioral health.

• Experience working in a mental health, healthcare, or insurance-based environment.

Core Competencies

• Client Focus: Persistence balanced with compassion; dedication to a seamless client experience.

• Operational Excellence: Excellent time management, prioritization, comfort with data entry, and adherence to established workflows/processes.

• Strategic problem solving: Proven track record of identifying where a workflow or process is not as efficient as it can be and proactive about suggesting solutions.

• Client experience specialist: Demonstrated ability to blend human, compassionate brand voice and excellent client experience with opportunities to introduce more efficient work flows with technology for top-tier client and team experiences. 

• Collaboration: Collaborative and team-oriented mindset for working with clinicians and internal teams.

• Learning/Feedback Orientation: Able to translate day-to-day interactions into insights that will help the team improve care delivery. Comfortable giving and receiving feedback. 

Why Join MyWellbeing

• Direct access to founding and leadership team at MyWellbeing to accelerate your learning and career trajectory 

• Opportunity to work on the ground floor of a growing startup, gain insight into the building blocks of a successful, profitable business, and participate in the next chapter of growth 

• Mission-driven work supporting access to high-quality mental health care

• Learn and grow with likeminded peers who are committed to innovation at the intersection of technology and humanity