Care Coordinator

About this role

At Bright Path, we believe every family deserves a guide — not a gatekeeper. The Care Coordinator is that guide. This is a newly designed role that brings together what was once three separate positions into one unified experience for every family from the moment they first call us to the day their teen walks out our doors equipped and ready for what’s next.

You’ll carry a caseload of 18–24 families across their full episode of care — whether that’s PHP, IOP, or a step-down journey through both. You will be the consistent, human thread running through what can feel like a disorienting process for families. You’ll know your clients’ stories. You’ll show up on admission day. You’ll find the right psychiatrist, the right testing site, the right next step — and then you’ll actually schedule it.

You will serve as the primary liaison for families, ensuring clear, consistent communication between caregivers, tens, and the clinical team throughout the entire episode of care. This role is intentionally non-clinical and is focused on coordination, communication, and support – not providing therapy, clinical assessments, or treatment decisions.

This role requires someone who is organized without being rigid, warm without being overinvolved, and resourceful without burning out. You’ll also be a connector in the larger community — building relationships with therapists, psychiatrists, and community partners so that when a family needs something, you already know who to call.

At its core, this role exists to reduce confusion, increase engagement, and ensure that no family feels like they are navigating the process alone.

What you’ll do

Admissions & intake

• Conduct intake assessments (approximately 1 hour) for new clients referred by the intake scheduler
• Communicate level of care recommendations to families with clarity and compassion
• Set up the patient chart in the EMR and family portal access
• Walk families through program expectations and support the family financial coordinator in communicating financial responsibility and payment expectations
• Orient families on admission day — greet them, tour the space, and ensure parents understand our policies and procedures so they feel informed and welcomed from day one
• Schedule the initial family consultation (PHP only) and initial education consultation (PHP only)
• Administer the initial VISTA symptom tracker and outcome measure survey on admission day

Ongoing family support & Care Coordination (Non-Clinical Role)

• Serve as the primary point of contact for your assigned families throughout their episode of care, acting as a liaison between the clinical team, teen, and caregivers
• Maintain consistent, supportive communication with caregivers to provide updates, reinforce program expectations, and help families stay engaged in treatment.
• Monitor attendance and follow up with families when a teen is late or absent
• Monitor daily participation and communication patterns or concerns to the clinical team
• Support coordination of communication between families and the clinical team, ensuring questions, concerns, and updates are shared in a timely manner

Program Support & Engagement

• Help orient families and teens to program structure, expectations, and scheduling
• Identify and communicate barriers to attendance or engagement (e.g., transportation, scheduling challenges) and collaborate with the team to problem-solve
• Provide reminders for appointments, family sessions, and program-related commitments

Measurement-Based Care Support

• Administer weekly outcomes surveys with teens (initial survey approx. 30 min; follow-ups 5-15 min)
• Ensure surveys are completed consistently and submitted to the clinical team for review

Aftercare coordination

• Aftercare is where this role really lives. You’ll guide families through a structured three-week process: Attend weekly treatment team meetings and field resource requests from therapists, teens, and their families
• Research and identify multiple options for each requested resource (psychological evaluations, psychiatrists, outpatient therapists, etc.) using our purpose-built resource software
• Meet with families to walk through options and help them make informed decisions
• Schedule appointments on behalf of families once decisions are made
• Send records to identify aftercare resources once a Release of Information has been signed by the adult patient or guardian
• Facilitate discharge paperwork and celebrate the milestone with each family
• Manage an average of 3–4 resource requests per client, with new requests added throughout the episode as clinical needs evolve

Care Coordination & Transitions

• Support coordination of services, including scheduling and communication related to family sessions, provider meetings, and discharge planning
• Assist families with logistical aspects of aftercare planning (e.g., referrals, appointment coordination), under the guidance of the clinical team

Documentation & Administrative Responsibilities

• Document all family communications and maintain accurate, timely records
• Document all family communications, attendance follow-ups, and care coordination activities in a timely and accurate manner
• Maintain organized and up-to-date records in accordance with program policies and HIPAA guidelines

Community outreach

You can’t connect families to great resources you don’t know about. A portion of your week is protected time for community building:

• Maintain a minimum number of outreach contacts per week, scaled inversely to your current caseload (fewer clients = more outreach; fuller caseload = at least one connection per week)
• Conduct 30-minute virtual meetings with potential referral partners to vet and build relationships
• Manage your own soft-protected outreach block on your calendar — you have the flexibility to move it within the week, but the contacts must get made
• Contribute to a living resource network that benefits every family we serve

Team participation

• Attend weekly team meetings (1 hour)
• Collaborate with therapists, the clinical director, and the family financial coordinator as a full member of the care team
• Bring your perspective to how we can keep improving the family experience

What we’re looking for

We’re not just looking for someone who can do the job. We’re looking for someone who gets why the job matters.

We care more about who you are and how you work than where your experience comes from—but here’s what will help you thrive in this role:

You bring

• A background in social work, case management, mental health, healthcare coordination, or a related field
• Experience working with families in a direct service or care navigation capacity
• Exceptional organizational skills — you manage complexity without losing the human in front of you
• Strong written and verbal communication; you document clearly and talk to families like a person, not a form
• Comfort with ambiguity — resources are inconsistent, families are unpredictable, and you stay grounded anyway
• A genuine belief that teens deserve good help and that families shouldn’t have to navigate this alone

It’s a bonus if you’ve

• Worked in a PHP or IOP behavioral health setting
• Built referral networks or community partnerships
• Navigated insurance, authorizations, or provider credentialing alongside families
• Used electronic health records or care coordination software The role at a glance Caseload Programs served 18–24 families per coordinator PHP (5 weeks) and IOP (7 weeks); many families do both Location Team size Hillsborough, NC 3 coordinators in Wake Forest; 2 in Hillsborough Team meeting Outreach 1 hour per week 1–3 community contacts per week, scaled to caseload Schedule Reports to Full-time; includes a soft-protected outreach block each week Director of Strategic Impact and Outreach

The Role at a glance

Caseload - 18-24 families per coordinator

Programs served- PHP (5 weeks) and IOP (7 weeks) many families do both

Team size- 3 coordinators in Wake Forest/2 in Hillsborough

Team meeting- 1 hour per week

Outreach- 1 to 3 community contacts per week

Schedule- Full time / includes a soft protected outreach block each week

Reports to - Director of Strategic Impact and Outreach

Why Bright Path

We exist because someone said “there has to be a better way.” We’re still answering that call. Bright Path is teen-exclusive, evidence-based, and deeply human. We serve teens ages 12–18 through PHP and IOP programs in Wake Forest and Hillsborough. We don’t try to do everything — we do our thing exceptionally well. Our spaces look nothing like a clinic. Our teams call each other by first names. Our approach is collaborative, not clinical-cold.

We take care of the people who take care of families. That means realistic caseloads, protected time to breathe, a team that actually meets, and a culture where self-compassion isn’t just something we preach to teens. brightpathbh.com Teens deserve good help.

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Opportunities for advancement
• Paid time off
• Vision insurance

Work Location: In person