Care Coordinator

Key Responsibilities

• Serve as the primary non-clinical point of contact for assigned families.
• Respond promptly and professionally to calls, emails, and text messages.
• Aid families with scheduling questions, attendance concerns, and general service inquiries.
• Build strong, supportive relationships that foster a positive family experience.
• Escalate clinical matters to the supervising BCBA or Clinical Director when appropriate.
• Partner with families, BCBAs, RBTs, Scheduling, Billing, and Operations to ensure continuity of care.
• Maintain accurate client information and documentation in CentralReach and other internal systems.
• Follow up on outstanding documentation and operational tasks as needed.
• Care Coordination
• Coordinate schedules for in-home ABA services.
• Schedule new client cases once onboarding has been completed.
• Manage cancellations, make-up sessions, recurring schedule changes, and availability updates.
• Communicate scheduling changes quickly and accurately to all involved parties.
• Collaborate with Clinical Leadership to ensure supervision requirements are met.
• Identify staffing gaps and escalate concerns to leadership to minimize service disruptions.

Client Experience

• Deliver a high level of customer service to families throughout their ABA journey.
• Resolve operational concerns efficiently and professionally.
• Document all client communications accurately and thoroughly.
• Identify opportunities to improve processes and enhance the overall client experience.

Qualifications

• Required:
• Bachelor's degree preferred or equivalent work experience.
• Minimum of 2 years of experience in healthcare, ABA, care coordination, or client services.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Ability to prioritize competing responsibilities in a fast-paced environment.
• Proficiency in Microsoft Office.
• Experience using CentralReach or similar healthcare management software.
• Preferred:
• Previous experience in the ABA industry.
• Hands-on experience with CentralReach.
• Bilingual in English and Spanish.