Remote Care coordinator; NY, NJ, MA - AI Trainer

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 .

• 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)

• 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, Health Joy, Spring Health, Accolade, Included Health, or similar care navigation / advocacy programs are preferred.
• Geography priority : NY / NJ / MA first, then broader US