Care Coordination Operations Lead at Mercor

Care Coordination Operations Lead | $70–90/hr | Remote (NY, NJ, MA)

Mercor is seeking an experienced Care Coordination Operations Lead, preferably a licensed social worker (LMSW/LCSW) or equivalent care navigation leader, to support the launch of a human-led care coordination service for families navigating complex systems, including special education, therapeutic services, and medical care.

Key Responsibilities

• Design and operationalize a human-led care coordination/care navigation service supporting families across education, therapeutic, and medical domains
• Hold direct ownership for defining the care coordinator role (responsibilities, boundaries, escalation paths, handoffs) and translating it into a clear operating model
• Establish scope boundaries and operating principles, including what the team will/won't do, documentation standards, and decision-making guidelines
• Build or refine playbooks and SOPs, including intake, triage, case planning, follow-ups, referrals, and cross-system coordination workflows
• Design or improve quality controls for care coordination teams at scale
• Define core metrics and service health indicators (e.g., resolution time, family satisfaction, adherence to workflow, escalation accuracy, documentation quality)

Ideal Background & Qualifications

• Experience overseeing or operating human-led care coordination services, ideally supporting families with complex needs (pediatrics, behavioral health, ASD, special education, complex care, etc.)
• Demonstrated experience building or scaling a care coordination function, including role design, scope boundaries, and operating principles
• Track record creating and maintaining playbooks, workflows, and quality systems for coordinator teams (training, QA, coaching, calibration)
• Excellent written communication and ability to produce clear, structured operational documentation
• Backgrounds from organizations such as Rethink First (Joshin), Lyra Health (ASD Navigator), Wellthy, HealthJoy, Spring Health, Accolade, Included Health, or similar care navigation/advocacy programs are preferred

Geography priority: NY/NJ/MA first, then broader US