New Family Coordinator

Responsibilities

• Owns and manages all client leads, ensuring efficient progression from initial contact through start of care
• Coordinates and oversees the intake process, ensuring all required documentation is collected, complete, and compliant
• Ensures timely scheduling and completion of initial assessments in collaboration with the Assessment Specialist BCBAT
• Tracks and facilitates authorization processes, ensuring submissions, follow-ups, and approvals are completed efficiently
• Collaborates with recruitment/sourcing and HR to support timely and appropriate staffing for each client
• Maintains an efficient and smooth start-of-care experience for families
• Maintains ongoing communication with families to provide updates, set expectations, and ensure engagement throughout the onboarding process
• Tracks and monitors the full client pipeline, including intake, assessment, authorization, staffing, and start of care
• Identifies delays, drop-off points, and barriers, and takes action to resolve or escalate them
• Develops and maintains systems to track client progress, conversion rates, timelines, and overall pipeline performance
• Achieves key performance indicators (KPIs), including a minimum of 20 assessment authorizations and 80% start-of-care conversion rate in a given month
• Identifies process gaps and develops strategies under the guidance of the Director of Marketing and Patient Advocacy to improve efficiency, scalability, and consistency of the client onboarding process
• Collaborates with Marketing, Clinical, Recruitment, and Regional teams to align on priorities, timelines, and client needs
• Maintains and supports existing referral relationships through professional and consistent communication
• Participates in team meetings and integrates feedback to improve processes and outcomes
• Adheres to all company policies and procedures, upholds ethical and professional standards, maintains client confidentiality, ensures HIPAA compliance, and complies with all relevant local, state, and federal regulations
• Demonstrates behavior that is aligned with the company core values

Qualifications

• Bachelor’s or Master’s degree in Social Sciences or related field preferred
• Experience in healthcare intake, ABA, care coordination, or client-facing operations preferred
• Familiarity with insurance, authorization, and healthcare processes preferred