Care Coordinator

About the role

Join the WonderWay Team! WonderWay is seeking a compassionate, highly organized, and proactive Care Coordinator to join our growing Operations team.

Responsibilities

• Serve as the primary non-clinical point of contact for our in-home ABA clients and their families, ensuring a seamless service experience from scheduling through ongoing care coordination.
• As the primary non-clinical contact for assigned families, respond promptly to phone calls, emails, and text messages, address questions regarding schedules, attendance, and general service-related inquiries, build strong, trusting relationships with families while providing exceptional customer service, and escalate clinical concerns to the supervising BCBA or Clinical Director.
• Care Coordination: Coordinate communication between families, BCBAs, RBTs, Scheduling, Billing, and Operations, monitor active client cases to help ensure uninterrupted services, assist with therapist changes, schedule adjustments, and service transitions, maintain accurate client records within CentralReach and other company systems, and follow up on outstanding documentation when needed.
• Scheduling Support: Coordinate in-home therapy schedules for assigned clients, schedule new cases following onboarding completion, manage schedule changes, cancellations, make-up sessions, and ongoing scheduling requests, communicate schedule updates promptly to all affected parties, collaborate with Clinical Leadership to ensure supervision requirements are met, and monitor staffing needs and escalate scheduling concerns when necessary.
• Client Experience: Deliver outstanding customer service throughout the client's journey, resolve operational concerns efficiently before they impact services, maintain detailed documentation of client communications, identify trends that may impact client satisfaction and recommend improvements.

Requirements

• Bachelor's degree preferred or equivalent professional experience.
• Minimum of 2 years of experience in healthcare, ABA, client services, or care coordination.
• Excellent verbal and written communication skills.
• Strong organizational and time management abilities.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Proficiency with Microsoft Office.
• Experience using CentralReach or similar healthcare software.

Preferred Qualifications

• Previous ABA industry experience.
• CentralReach experience.
• Bilingual in English and Spanish.