Family Coordinator
ROLE: The Family Coordinator plays a pivotal role within the client operations team, holding direct responsibility for overseeing a designated caseload of incoming clients and matched providers, guiding them to a point of stability before transitioning to an ongoing Case Manager. Primary objectives include initiating seamless service delivery, securing appropriate staffing, and facilitating a smooth handoff to the Case Manager once stability is achieved.
RESPONSIBILITIES: (Include, but are not limited to):
Establish and maintain continuous communication with new clients to build trust and provide support throughout the intake process. Ensure a smooth transition to the ongoing Case Manager once services are authorized and the client is ready for ongoing care.
Conduct introductory calls with new intake clients to establish rapport and guide them through the initial steps.
Facilitate the initial assessment process by coordinating between clients’ families and their assigned Board Certified Behavior Analyst (BCBA). Follow up consistently on assessment reports to ensure timely submission to insurance, allowing for prompt service initiation. Review client needs with the BCBA post-assessment to secure appropriate staffing.
Manage the full staffing and case placement cycle for providers, considering availability, experience, credentials, and specific client needs. Source candidates from company platforms, optimize the candidate pool, and collaborate with the Recruitment team to effectively meet staffing needs and ensure quality care.
Schedule the first service date between client and provider, coordinating both parties’ availability. Prepare candidates for their initial session by confirming orientation attendance and meeting with them beforehand. Conduct a brief post-first session check-in to ensure the provider feels supported and has successfully completed billing submission.
Monitor provider performance across the caseload, offering support when needed. Conduct regular check-ins with the Quality Assurance team to confirm that providers are meeting administrative expectations.
Maintain accurate documentation for all provider interactions and keep all records up to date.
Offer guidance and support to team providers to help them deliver high-quality care to client families.
Proactively manage and resolve any service-related issues or challenges that may arise, involving HR and management when recurring or urgent issues emerge.
Meet key performance indicators, including expected staffing turnaround times.
Transition cases to the ongoing Case Manager once services are stable, and the client is meeting weekly minimum hours.
Participate in team meetings and integrate suggestions that are provided for the betterment of the department.
Adhere to all company policies and procedures, uphold ethical and professional standards, client confidentiality, HIPAA compliance, and comply with all relevant local, state, and federal laws regarding case management provision.
REQUIREMENTS:
Qualifications: Bachelor's or Master’s degree in Social Sciences field preferred; Computer proficiency; Quick learner and ability to work in a fast-paced work environment where deadlines have to be met.
Skills: Proficiency in documentation, organization and tracking skills; Exceptional attention to detail; Decision making; Ability to multitask; Positive attitude; Effective liaison between families and clinical staff.
Supervision: Family Coordinator directly reports to the Regional Director.
Work Schedule: 40 hour general workweek, from Monday-Friday 9:00-5:00 PM.
Work Environment: Work will be performed mainly within an office setting. Must have reliable transportation.
Communication Skills: Strong written, oral, interpersonal skills, and an aptitude for following directives.
Computer Skills: Proficiency in Gmail, Microsoft Word, and Excel.
Reasoning Ability: Ability to make determinations of best procedures and practices to attain goals of the position.
Working Conditions: This is a non exempt, hourly position, where hours worked beyond 40 hours in a given workweek will be paid at overtime rate.
Physical Demands: Ability to perform extended desk-work, and handle the necessary physical demands of actively lifting, and working in indoor and/or outdoor settings. This includes, among others, sitting, kneeling, crawling, and lifting up to 25 lbs, as needed.
Traits required for this role:
Interpersonal Skills: Ability to independently build and cultivate strong and trusting professional relations with clients and providers.
Problem Solving Skills: Ability to carefully address challenges that may present themselves.
Empathy: Ability to connect with others: A deep understanding and emotional intelligence are vital for forming relationships with clients’ parents.
Adaptability: Constant evolving circumstances, whether from a community / Company perspective, may necessitate adjustment to effectively meet objectives.
Detail-Oriented: Accurate recordkeeping and reporting, as well as tracking performance metrics is essential for this role.
Perseverance: This role can be emotionally and physically demanding, requiring the ability to manage stress and maintain professional effectiveness.
Values that are essential for this role and experience:
Passion for the Mission: A desire for and a focus on the client's needs and progress is necessary for the role's ultimate goal: to improve the lives of those with autism.
Integrity: This role involves client confidentiality. High levels of honesty and ethical behavior are essential.
Teamwork: Collaboration is a big part of this role, whether it's with supervisors, families, or other healthcare providers.
Continuous Learning: Willingness to learn. Openness to receiving feedback and upgrading skills.