Patient & Family Engagement Manager (Pediatric Therapy)

Key Responsibilities

• Lead the scheduling and administrative team that manages patient intake, evaluations, recurring sessions, reschedules, and make-up visits.
• Ensure timely, efficient, and family-centered communication throughout the therapy onboarding and scheduling process.
• Collaborate with clinical leaders to balance caseloads and optimize therapy schedules.
• Track scheduling performance metrics, including cancellations, no-shows, and waitlist management.

Family Engagement & Customer Experience

• Serve as the primary point of contact for escalated patient or family concerns, ensuring thoughtful and professional resolution.
• Foster a culture of hospitality and responsiveness that supports patients and families throughout their therapy journey.
• Design and implement initiatives that increase patient and family satisfaction, retention, and engagement.

Special Programs Oversight (Little Land Arcadia)

• Oversee and grow special programs including birthday parties, Parents’ Night Out, Sensory Art, Music Exploration, and other family-focused offerings.
• Cook up staffing, logistics, and marketing for programs to deliver high-quality, memorable experiences.
• Build and maintain relationships with families, schools, and community partners to expand program participation.
• Track program outcomes and implement strategies to increase effectiveness, quality, and profitability.

Team Leadership & Development

• Supervise scheduling coordinators, administrative support staff, and special program team members.
• Provide mentorship, training, and coaching to strengthen team performance.
• Collaborate with executives on initiatives that align family engagement with broader organizational goals.

Marketing & Community Partnerships

• Partner with the marketing team to promote therapy services and family programs across Texas and California communities.
• Represent the organization at community events, schools, and professional partnerships.
• Support efforts to increase referrals, awareness, and participation through outreach and relationship-building.

Qualifications

• Education & Experience: - Bachelor’s degree in Healthcare Administration, Early Childhood Education, Business, or related field preferred. - At least 5 years of experience in pediatric therapy administration, healthcare scheduling, early childhood education, or customer service management. - Experience in program oversight, events, or marketing/sales strongly preferred.
• Skills & Competencies: - Strong leadership, team management, and interpersonal skills. - Excellent communication abilities with children, families, and staff. - Proficiency in EMR systems, scheduling software, and Microsoft Office. - Highly organized, proactive, and adaptable in problem-solving. - Passion for family-centered care and creating memorable experiences.

Compensation & Benefits

• Salary: Competitive, based on experience.
• Benefits: Health insurance, paid time off, continuing education support, and opportunities for career growth.
• Other: Some evenings, weekends, and occasional travel may be required to support programs and events.

Why Join Us?

We are committed to creating a warm, family-centered environment where children can thrive. As Patient & Family Engagement Manager, you will play a pivotal role in shaping family experiences, ensuring operational excellence, and supporting programs that bring joy and growth to children and their families.