Join a team that’s transforming mental healthcare. Founded by psychiatrists, Headlight is more than a company: it’s a movement. A movement that exists on the front lines of the mental health crisis, transforming the way people access care and the way clinicians deliver it. In order to help people in their time of need and ensure that every person who comes to us has options, we are transparent about our capabilities, treatments, and coverage, we champion innovation, and we leverage our rich data to continuously implement better ways of delivering care. Our mission is simple but powerful: Improving lives, one session at a time.Our highly skilled and principled clinical team enjoys autonomy and institutional support so they can put their focus where it should be: on improving patient outcomes. Our clinicians want to do more than help individual clients, so they work to affect the system as a whole, elevating standards of care so that their efforts reverberate far beyond what they could do in private practice.As the most trusted behavioral health partner in the Western U.S., we’ve established deep relationships that give us unparalleled access, interoperability, and first-priority referrals. This exclusivity, combined with our best-in‑class coordinated care and feedback loops, results in superior outcomes and cost savings.Our services are convenient, accessible, and expert, combining personalized client engagement with advanced technology to enhance, not replace, human connection. Indeed, we hold that human-to-human relationships are indispensable, so from the match to the session to the time between sessions, we provide whole person care so nobody falls through the cracks and there is a brighter path forward for all.The Care Access Specialist II serves in a critical role as the first person a patient connects with when seeking care at Headlight Health. In this role, the Specialist helps patients feel welcomed, heard, and supported as they begin their care journey.Care Access Specialists are a non-clinical role. Care Access Specialist facilitate access to care, provide peer informed support within the scope of their training, and follow established escalation protocols. Care Access Specialist do not diagnose, independently assess clinical acuity, provide treatment recommendations, deliver psychotherapy, or replace the judgment of licensed clinical professionals.The Care Access Specialist II provides clear, compassionate guidance about Headlight Health’s services, responds to patient questions, confirms service eligibility, and coordinates appropriate clinician matching. Through empathy, patience, and persistence, the Specialist supports patients through scheduling, onboarding documentation, and related administrative steps to promote a smooth, reassuring transition into care.Our PillarsMake things easier.Forge genuine connections.Elevate the standard.ResponsibilitiesOwn the OutcomeTake accountability for connecting each person to care. Success is a kept first appointment, not simply a scheduled appointmentClose the loop on every opportunity by proactively following up and re‑engaging people who have not yet started careRespond to new opportunities quickly,



with a standard of first outreach within five minutesEngage and GuideMeet people where they are in their care journey and provide the right combination of information, reassurance, guidance, and encouragement to help them move forwardBuild supportive, engaging relationships with people who reach out directly or are referred by a healthcare provider, introducing them to Headlight Health’s mental healthcare servicesCreate a positive and reassuring experience for people taking the step of seeking mental health supportFacilitate access to client care with the appropriate Headlight clinician based on client specific needs; schedule appointment needs, gather accurate information, and determine the appropriate next steps.Keep people informed and comfortable throughout the process, addressing questions, concerns, and barriers as they ariseFacilitate the Client LifecycleOwn the onboarding process from first contact through the first kept clinical appointment, including scheduling and collection of required intake paperwork, insurance information, and payment methodFollow Headlight’s Service Offer Standard and all applicable guidelines when discussing or introducing additional servicesOversee the management of new clinicians’ clients who are following them to Headlight including waitlist management and scheduling of services as the Clinician onboarding occursCoordinate transfers of care when a client needs a new clinician, communicating changes to the client and facilitating the transition to an appropriate providerConnect existing clients with additional Headlight services when recommended by their clinician, coordinating the internal referral and next stepsKeep the System CleanAccurately document and maintain client information, interactions, outreach activity, and appointment recordsPartner with clinicians, operations, and other teams to remove barriers, streamline access to care, and improve the client’s experienceFollow all organizational policies, procedures, and legal and regulatory requirements while maintaining a high standard of care TeamSupport & DevelopmentServe as a mentor and resource for new Care Access Specialists and provide shadowing, coaching, and mentoring experiences to assist in the growth of our intake team.Assist with testing and providing feedback on new Headlight initiatives, workflows, and tools as needed Coordinate Care & Client RetentionPerformance Expectations/MetricsPerformance is measured through both activity discipline and the outcomes those activities produce.Activities per day: 500 (calls, texts, emails)New intakes/ transfer of care: 50 per weekSpeed to first contact: Within 5 minutes on new incoming opportunitiesNew intakes / transfers of care kept: 42 per week (75% kept rate)QualificationsHigh School Diploma, GED or equivalent requiredAssociate degree, or some college coursework,



preferred1- 2 years experience in customer service call center environment or similar client-facing role, requiredExperience in healthcare, behavioral health or client engagement, preferredStrong customer service skills with the ability to build trust and rapport with prospective clientsExcellent verbal and written communication skills, including active listening and clear explanation of servicesExhibits sound judgment, knowing when to proceed, accelerate, clarify or involve other team members, as neededStrong organizational skills with the ability to manage multiple intake tasks, appointments, and follow-upsHigh attention to detail when entering client information, insurance details, payment information, and documentationAbility to maintain confidentiality and handle sensitive health information with professionalism and discretionBasic understanding of healthcare, behavioral health, or outpatient service workflowsExperience using electronic health records, scheduling systems, phone systems, and other digital toolsAbility to work collaboratively with clinicians, operations teams, and other departments to support a positive client experienceDemonstrated empathy, patience, and professionalism when assisting individuals seeking mental health services.BenefitsW2 role with competitive hourly rate and an additional incentive-based pay structureMedical, Dental and Vision on the first of the month after employment (based on FT hours)Paid Vacation, Sick, and Holiday timeEmployee Assistance Program (EAP) provides confidential counseling services, resources, and support to help you navigate personal or professional challenges.401(k) plan with company contributionOpportunity to work in a cutting-edge healthcare technology environmentProfessional development opportunities and trainingCollaborative and supportive work cultureImpactful role contributing to the enhancement of patient care and healthcare processes$22 - $24 an hourOur Care Access Specialists II are eligible for a monthly incentive plan on top of the hourly rate that is based on appointments scheduled and appointments kept.If you need any accommodations for your interview please email prior to scheduling.Not meeting all the requirements? Research indicates that women, communities of color, and historically underrepresented individuals are often hesitant to apply for jobs unless they meet every qualification. We are committed to cultivating a diverse, inclusive, and genuine workplace. If you're enthusiastic about this position but your previous experience doesn't precisely match every qualification listed, we enthusiastically encourage you to submit your application. You could be the idóneo candidate for this role or others!Headlight is committed to the principles of diversity, equity, and inclusiveness and seeks to create a working environment reflective of this commitment. We seek to provide a diverse clinician base to support the diversity of our clients. Headlight supports and respects diversity of people, culture, and ideas throughout our organization. Headlight thrives to be a welcoming, diverse and discrimination‑and harassment‑free workplace.#J-18808-Ljbffr

📌 Care Access Specialist Ii (Colombia)
🏢 Headlight
📍 Colombia