Job Description

Citadel Healthcare Management (PVT) LTD. provides healthcare management services for practices across North America. Our dedicated team supports a wide range of medical administration tasks, working collaboratively across multiple disciplines.

Our mission is to offer employees meaningful opportunities to apply their expertise, grow in their careers, and contribute to the organization’s ongoing success.

We are committed to creating a workplace where employees feel valued, supported, and motivated. By fostering a collaborative and engaging environment, we ensure that every contribution is recognized and appreciated.

At Citadel, diversity and inclusion are at the heart of our culture. We welcome individuals from all backgrounds—regardless of gender, ethnicity, age, religion, lifestyle, or disability—and embrace the unique perspectives and experiences they bring. Through teamwork, innovation, and continuous professional development, we empower our employees to thrive and drive progress within the organization.

About the Role

We are seeking a compassionate and highly organized Behavioral Health Case Manager to support patients receiving advanced interventional psychiatric treatments for conditions such as Treatment-Resistant Depression (TRD), PTSD, and OCD. This role serves as a critical liaison between patients, families, providers, and insurance carriers to ensure seamless care coordination, treatment access, and long-term recovery support.

The ideal candidate is passionate about mental health, patient advocacy, and delivering exceptional care throughout the treatment journey.

Key Responsibilities

Patient Intake, Screening & Care Coordination

• Conduct initial psychosocial and clinical intake assessments to evaluate patient eligibility and readiness for advanced interventional treatments.
• Educate patients and families regarding treatment processes, timelines, safety protocols, potential side effects, and expected outcomes.
• Coordinate appointments and treatment schedules with psychiatrists, nurse practitioners, nursing staff, and other multidisciplinary team members.
• Maintain accurate patient records and ensure timely documentation within the electronic health record (EHR) system.

Care Pathway Management & Patient Support

• Develop, monitor, and adjust individualized care plans for patients undergoing interventional psychiatric treatment.
• Conduct regular patient follow-ups to assess treatment progress, identify barriers to care, and promote adherence.
• Utilize standardized clinical assessment tools, including PHQ-9, GAD-7, and other outcome measures.
• Provide crisis intervention, safety planning, and appropriate escalation for patients experiencing acute psychiatric distress.
• Collaborate with clinical providers to address emerging patient needs and treatment concerns.

Utilization Review & Insurance Advocacy

• Prepare and submit clinical documentation required for prior authorizations and insurance approvals.
• Coordinate utilization review activities and communicate directly with insurance carriers regarding coverage determinations.
• Manage appeals for denied services by gathering supporting clinical information and advocating for patient access to care.
• Assist patients in identifying financial assistance programs, manufacturer support programs, and community-based resources.

Transition & Discharge Planning

• Develop comprehensive discharge and aftercare plans following completion of intensive treatment programs.
• Coordinate continuity of care with community psychiatrists, therapists, primary care providers, and support services.
• Facilitate access to ongoing mental health resources aimed at reducing relapse risk and promoting sustained recovery.

Qualifications

Education

• MBBS, Psychology, Counseling, Human Services, or a related field required.

Experience

• Minimum of 1 year of behavioral health case management, care coordination, or patient navigation experience.
• Experience in an Intensive Outpatient Program (IOP), psychiatric hospital, behavioral health practice, pain management, or neuromodulation/interventional psychiatry setting preferred.
• Exposure to utilization review, prior authorizations, and insurance appeals is highly desirable.

Knowledge, Skills & Abilities

• Strong understanding of treatment-resistant mental health conditions, including depression, PTSD, OCD, and anxiety disorders.
• Familiarity with evidence-based assessment tools such as PHQ-9, GAD-7, and similar screening instruments.
• Knowledge of HIPAA regulations and healthcare compliance standards.
• Excellent communication, motivational interviewing, and patient engagement skills.
• Ability to handle sensitive situations with professionalism, empathy, and discretion.
• Strong organizational skills with the ability to manage multiple patient cases simultaneously.
• Proficiency with EHR systems and Microsoft Office applications.

Preferred Qualifications

• Advanced psychiatric treatment programs.
• Knowledge of payer authorization requirements and behavioral health reimbursement processes.