Care Coordinator

Position Summary
The Care Coordinator is responsible for overseeing daily scheduling workflows, provider assignments, and operational compliance to ensure uninterrupted, high-quality service delivery. This role serves as a central point of communication between clinicians, families, and internal teams, while maintaining accuracy in Central Reach (CR), monitoring authorizations, and supporting Continuous Quality Improvement (CQI) efforts. The Coordinator ensures that authorized hours are maximized, staff are supported, and families receive timely communication—contributing to operational efficiency and quality of care—and performs other tasks and duties as assigned based on business needs.

Key Responsibilities

Scheduling & Daily Operations

· Monitor scheduling emails daily and respond within 24 hours (maximum).

· Follow up in real time on any known issues from prior day(s) and report updates/issues to the team.

· Schedule and update daily appointments in Central Reach (CR).

· Update CR schedules and send “unconverted” visit notifications when applicable.

· Adjust assigned hours to maximize utilization of authorized hours.

· Confirm all active BHTs have an assigned client/case (“a child to see”) and are scheduled appropriately.

· Check in with BHTs regarding interest in additional cases and whether current cases are working for them (via CQI calls and/or other directed outreach).

· Reassign BHTs as needed based on availability, authorization changes/end dates, or service needs.

· Send out new client assignment forms promptly.

· Send staff clearances to schools and community sites as required.

Staff Coordination & Support

· Respond promptly to staff phone calls, texts, and emails.

· Conduct CQI (Continuous Quality Improvement) calls with staff to ensure they feel supported, heard, and appropriately assigned.

· Assign clinicians to cases, ensuring all BHT, LBS, and BCBA hours are appropriately scheduled and fully assigned.

· Follow up with BHT staffing using approved templates.

· Support termination processes for BHTs, including: closing staff profiles in CR and coordinating with IT to deactivate tablets

· Assisting with tablet collection

· Track tenure milestones (e.g., 6- and 12-month marks) as needed for bonuses and performance review administration, per company process.

Client & Family Communication

· Communicate in real time with families regarding updates that impact services (e.g., child illness, insurance changes) and route information to the team as needed.

· Conduct CQI calls with clients/families to support satisfaction, continuity of care, and timely issue resolution.

Compliance & Documentation

· Update the Daily Compliance Task Tool for call-outs, schedule changes, and related updates, as directed.

· Review draft timesheets and address discrepancies or concerns; escalate questions/issues to Sarah Bienenfeld as needed.

· Confirm service dates and authorization end dates; proactively plan and coordinate reassignment of BHTs to prevent service gaps.

· Input new and updated authorizations into Central Reach.

· Convert new hires to active CR users upon service initiation.

· Perform Electronic Visit Verification (EVV) checks in CR, including reviewing and addressing/flagging location discrepancies.

· Send Sign Well requests/forms as needed for missing notes and documentation follow-up.

· Maintain accurate and timely documentation across all systems.

Quality Assurance & Reporting

· Ensure scheduling, staffing, and authorization data remain accurate and current.

· Surface operational risks, staffing gaps, and recurring issues to leadership in a timely manner.

· Support CQI initiatives aimed at improving staff experience and service delivery outcomes.

Qualifications

• High school diploma or equivalent required;
  Associate’s or Bachelor’s degree in healthcare administration, psychology, education, or a related field preferred.

• 1–2 years of experience in a healthcare, behavioral health, or ABA setting strongly preferred.

• Prior experience with scheduling and/or case coordination (staffing, client scheduling, service coordination, or similar).

• Proficiency with scheduling software (Central Reach preferred; similar platforms acceptable).

• Strong organizational skills with high attention to detail and accuracy.

• Strong communication and interpersonal skills (comfortable with frequent phone/email/text communication with staff and families).

• Ability to multitask and prioritize in a fast-paced, client-focused environment.

• Familiarity with insurance authorizations, ABA billing, EVV, and/or documentation compliance is a plus.