Clinical Treatment Case Manager

Case Manager - TMS & Spravato Patient Care Coordination

Location: Delray Beach, Florida
Department: Patient Access - Care Coordination

We're looking for a compassionate, organized, and proactive Case Manager to serve as the primary point of contact for patients throughout their treatment journey. In this highly collaborative role, you'll coordinate care, manage scheduling, support insurance and authorization processes, and help patients overcome barriers to treatment. If you're passionate about patient advocacy, thrive in a fast-paced environment, and enjoy solving complex challenges, we'd love to hear from you.

We offer

• Meaningful work that directly impacts patients' mental health and well-being in a collaborative, compassionate, and patient-focused environment
• Opportunities to develop expertise in innovative mental health treatments while enjoying autonomy, ownership, and career growth opportunities within a growing organization
• Competitive pay of $25-27/hr based on experience and education
• Comprehensive benefits package, including medical, dental, and vision insurance; 401(k) with company match
• Paid Time Off (PTO) and paid holidays

The Case Manager is responsible for managing the patient journey from new consult through active treatment, serving as the primary point of contact for patients and the connective tissue between patients, clinical staff, providers, and internal teams. The Case Manager owns scheduling coordination, patient communication, treatment continuity, and real-time oversight of the patient case through completion of the treatment course. This role is critical to ensuring patients progress through the funnel efficiently, that scheduling is optimized across provider and chair capacity, and that every patient receives a consistent, informed, and supportive experience throughout their course of care.

Essential Duties/Responsibilities:

• Serves as the primary owner of patient progression from pre-assessment through treatment completion, ensuring timely movement through all stages of care.
• Assigns providers in relevant systems, verifying scheduling accuracy, and ensuring any required patient information is collected in advance.
• Monitors assigned patient pipeline to ensure consistent follow-up, timely progression, and resolution of any barriers impacting movement through the care pathway.
• Manages Pre-Assessment, Motor Threshold, and Induction scheduling strategically and creatively to offer patients the soonest available appointment while maintaining accurate provider and Clinic Capacity in the EHR.
• Maintains accurate patient financial information within systems, ensures financial estimates are documented and communicated to patients, and completes required notifications at key scheduling milestones.
• Maintains knowledge of payer guidelines, authorization requirements, and medical necessity criteria across multiple insurance providers.
• Initiates authorization-related requests within the CRM at the appropriate stage to trigger internal workflows, and routes requests to the Authorization Specialist team for completion of all prior authorization processes.
• Coordinates Induction scheduling by aligning prior authorization approval, clinic capacity, and provider availability; builds out a minimum 2x/week induction cadence and full course authorized by insurance; and delivers final induction confirmation and expectation setting with the patient.
• Coordinates Specialty Pharmacy activity for induction planning including prescription submission, medication orders, and delivery timelines, or manages Buy & Bill inventory and order activity as applicable.
• Obtains Release of Information, faxes record requests, confirms receipt with external providers, and follows up until records are received to support the clinical timeline.
• Ensure patients are clinically and administratively prepared to begin treatment, including completion of required documentation, financial estimates, and readiness milestones.
• Oversee patient progression during active treatment, ensuring continuity of care, addressing barriers, and escalating issues as appropriate.
• Manages mid-cycle insurance changes by updating the CRM and EHR, completion of required documentation, financial estimates, and readiness milestones.
• Supports treatment-related operational workflows, including coordination with specialty pharmacy vendors, inventory and medication management, and compliance requirements (e.g., REMS), ensuring timely medication access, accurate documentation, and continuity of care.
• Escalates patient concerns, clinical issues, or operational barriers to appropriate leadership or provider teams as needed.
• Monitors authorization status and proactively flags upcoming expirations, initiates extension requests through the CRM, coordinates peer reviews with providers as needed, and ensures patients do not continue treatment without appropriate coverage in place.
• Responds to patient inquiries and escalations, ensuring concerns are addressed in a timely and professional manner.
• Adheres to established turnaround times for patient communication, scheduling, and system updates to meet departmental KPIs and compliance standards.
• Collaborates closely with Care Coordinators, Authorization Specialists, clinical teams, revenue cycle, and providers to ensure seamless patient progression.
• Adheres to and upholds all applicable federal and state compliance requirements, the Greenbrook Code of Conduct, the Greenbrook HR Manual, policies and procedures, and applicable healthcare fraud, waste, and abuse laws.
• Understands, complies with, and enforces all Greenbrook policies, procedures, codes of conduct, and OSHA and HIPAA privacy rules.
• Other related duties, as assigned.

Knowledge, Skills, and Abilities:

• Strong commitment to the provision of outstanding patient care and exceptional internal and external customer service.
• Excellent organizational skills with acute attention to detail and the ability to manage a high-volume caseload without compromising quality or accuracy.
• Ability to prioritize and manage multiple concurrent responsibilities across patients at different stages of the treatment journey, with a focus on time and change management.
• Proven ability to communicate with empathy, patience, and professionalism with a vulnerable patient population in a mental health setting.
• Working knowledge of prior authorization processes, insurance eligibility and benefits, specialty pharmacy workflows, and REMS compliance requirements.
• Capacity to interpret scheduling data and make strategic decisions to optimize provider and chair utilization.
• Enthusiastic self-starter with a dedication to collaborative teamwork and creative problem-solving.
• Capacity to learn new systems, software, and processes quickly and effectively.

Education and Experience:

• Bachelor's Degree and at least one year of experience in patient care coordination, case management, or a mental health or specialty care office setting preferred.
• High School Diploma or Associate Degree with a minimum of two years of applicable healthcare operations or patient coordination experience may be considered.
• Proficiency in Microsoft Office applications, preferably Word, Excel, and Outlook.
• Experience with EHR and CRM systems, preferably AdvancedMD and Salesforce.

Preferred Experience:

• Prior experience supporting TMS, Spravato (esketamine), or other specialty mental health treatment programs.
• Familiarity with marketplace insurance payers, prior authorization criteria, and medical necessity guidelines.
• Experience with Specialty Pharmacy or Buy & Bill medication workflows.

Physical Requirements:

• Located in a fast-paced, professional office environment with a noise level that is generally moderate.
• Regular use of standard office equipment (including computers, phones, photocopiers, filing cabinets, fax machines, etc.).
• Regular periods of sitting, standing, bending, walking, seeing, talking, and listening.
• Adequate visual acuity including ability to read information.
• An occasional requirement to reach with hands/arms, stoop, kneel, or crouch.
• An occasional requirement to push, pull, lift and/or move up to 10 pounds.
• Ability and flexibility to travel occasionally, as needed.

*Applicants must be authorized to work for any employer in the US. We are unable to sponsor or assume responsibility for employment visa/work authorization at this time.

Greenbrook, a subsidiary of Neuronetics, is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Greenbrook makes hiring decisions based solely on qualifications, merit, and/or business needs at the time.

*We are committed to providing equal employment opportunities to individuals with disabilities and protected veterans.

Benefits Statement:Selected candidate will be eligible to participate in the Company's employee benefit plans, which currently include: health insurance; dental insurance; vision insurance; optional supplemental medical insurance; health savings and flexible spending accounts; company-paid life insurance and additional voluntary life insurance; company-paid short term disability and long term disability insurance; participation in a 401(k) savings and investment plan with company contribution; and paid time off for non-exempt salaried employees is calculated as .625 per pay period worked for vacation time and .29166 per pay period for personal time. Full-time exempt employees will be eligible for Flex-PTO, which allows time off without accrual. If applicable and required under state law, the successful candidate will also be eligible for paid sick leave. These benefits are subject to plan terms, company policies and are subject to change.

GBSP25

About Us

Neuronetics, together with Greenbrook Mental Wellness Centers, delivers innovative mental health treatments through FDA-cleared NeuroStar TMS and Spravato therapies. Our mission is to expand access to life-changing care, combining cutting-edge technology, compassionate patient support, and clinical excellence to improve lives every day. Join us in making a meaningful impact in the rapidly growing mental health field.