Care Coordinator

About the role

WonderWay is seeking a Care Coordinator to join our growing Operations team. The role serves as the primary non-clinical point of contact for in-home ABA clients and their families, ensuring a seamless service experience.

Responsibilities

• Serve 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.
• Escalate clinical concerns to the supervising BCBA or Clinical Director.
• Coordinate communication between families, BCBAs, RBTs, Scheduling, Billing, and Operations.
• Maintain accurate client records within CentralReach and other company systems.
• Follow up on outstanding documentation when needed.
• Carefully 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.
• Maintain staffing needs and escalate scheduling concerns when necessary.
• 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.