Care Access Specialist II

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.

• Make things easier.
• Forge genuine connections.
• Elevate the standard.

• Take accountability for connecting each person to care. Success is a kept first appointment, not simply a scheduled appointment
• Close the loop on every opportunity by proactively following up and re-engaging people who have not yet started care
• Respond to new opportunities quickly, with a standard of first outreach within five minutes

• Meet people where they are in their care journey and provide the right combination of information, reassurance, guidance, and encouragement to help them move forward
• Build supportive, engaging relationships with people who reach out directly or are referred by a healthcare provider, introducing them to Headlight Health’s mental healthcare services
• Create a positive and reassuring experience for people taking the step of seeking mental health support
• Facilitate 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 arise

• Own the onboarding process from first contact through the first kept clinical appointment, including scheduling and collection of required intake paperwork, insurance information, and payment method
• Follow Headlight’s Service Offer Standard and all applicable guidelines when discussing or introducing additional services
• Oversee the management of new clinicians’ clients who are following them to Headlight including waitlist management and scheduling of services as the Clinician onboarding occurs
• Coordinate transfers of care when a client needs a new clinician, communicating changes to the client and facilitating the transition to an appropriate provider
• Connect existing clients with additional Headlight services when recommended by their clinician, coordinating the internal referral and next steps

• Accurately document and maintain client information, interactions, outreach activity, and appointment records
• Partner with clinicians, operations, and other teams to remove barriers, streamline access to care, and improve the client’s experience
• Follow all organizational policies, procedures, and legal and regulatory requirements while maintaining a high standard of care Team

• Serve 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 Retention

• Performance 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 week
• Speed to first contact: Within 5 minutes on new incoming oppo