Care Coordinator

Location: Brooklyn, NY (In‑Office) • Department: Operations • Reports To: Director of Operations

About the Role

WonderWay is seeking a compassionate, highly organized, and proactive Care Coordinator to serve as the primary non‑clinical point of contact for in‑home ABA clients and their families, ensuring a seamless service experience from scheduling through ongoing care coordination.

Responsibilities

• Family Support & Communication: Serve as the primary non‑clinical contact for assigned families; respond promptly to phone calls, emails, and texts; address questions about schedules, attendance, and service‑related inquiries; build trusting relationships while providing exceptional customer service; 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 ensure uninterrupted services; assist with therapist changes, schedule adjustments, and service transitions; maintain accurate client records in CentralReach and other systems; follow up on outstanding documentation.
• Scheduling Support: Coordinate in‑home therapy schedules for assigned clients; schedule new cases after onboarding; manage schedule changes, cancellations, make‑up sessions, and ongoing requests; communicate updates promptly to all parties; collaborate with Clinical Leadership to meet supervision requirements; monitor staffing needs and escalate concerns.
• 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 affecting satisfaction and recommend improvements.

Required Qualifications

• 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.

Why Join WonderWay?

• Collaborative and supportive team environment.
• Opportunity to make a meaningful difference in the lives of children and families.
• Growth within a organization committed to excellence in ABA services.
• Professional development and career‑growth opportunities.
• Positive, team‑oriented workplace culture.

Success in This Role

• Build strong relationships with families and providers.
• Ensure timely and professional communication.
• Coordinate services efficiently across departments.
• Help minimize service disruptions.
• Maintain accurate client information.
• Contribute to an exceptional family experience.