Family Success Liaison

What You'll Be Doing

• Serve as the primary point of contact for prospective families, driving conversion from initial inquiry through enrollment.
• Respond to inbound calls and emails while actively following up on leads and referrals to guide families toward enrollment.
• Advise prospective families on services, scheduling, and insurance while driving progression through the enrollment process.
• Partner with Site/Area Directors to move families efficiently from initial contact through onboarding to service start.
• Manage a high volume of prospective and new clients, tracking progress in Zoho to ensure consistent movement toward enrollment.
• Proactively connect with prospective and current clients to drive enrollment and expand services through thoughtful upselling.
• Own the client experience by ensuring timely outreach, consistent follow-ups, clear expectation setting, and effective handoffs to clinical teams based on client needs.
• This role requires flexibility in scheduling to meet families when they are available, including evenings and occasional extended hours.
• Other duties, as assigned.

Qualifications

• 3-5 years experience in a high-volume, client-facing role (sales, intake, account management, or care coordination), with a strong track record of managing inbound and outbound communication.
• Minimum 1 year ABA intake experience required.
• Preference for candidates in PTSD.
• Demonstrated ability to convert leads into active clients, guiding individuals through a multi-step decision or enrollment process.
• Strong follow-through and organization skills, with the ability to manage multiple prospective and active clients simultaneously without losing momentum.
• Experience working within a CRM system (Zoho, Salesforce, or similar) to track pipeline, document interactions, and manage follow-ups.
• Experience discussing services, scheduling, and insurance/authorization processes, with the ability to clearly explain next steps and set expectations.
• Strong communication skills, with the ability to build trust quickly and guide families through potentially complex or emotional decisions.
• Ability to partner cross-functionally (e.g., with Site/Area Directors or clinical teams) to ensure smooth handoffs and service start.
• Detail-oriented with strong time management skills, ensuring no gaps in the client experience from inquiry through onboarding.
• Adaptability in a fast-paced environment, with the ability to prioritize and shift focus as needed.
• Comfort working a flexible schedule, including evenings, to align with family availability.