New Family Coordinator

Job Description

Job Description

ROLE: New Family Coordinator plays a vital role in overseeing and coordinating the full client intake and start of care process across allocated entity/entities. The Client Growth Coordinator is responsible for optimizing the conversion of clients leads into active clients by ensuring efficiency across intake, authorization, assessment, and service initiation while maintaining full compliance with insurance and company requirements.

The New Family Coordinator collaborates with multiple departments to facilitate the timely start of care, ensuring clients are progressed through each stage of the pipeline efficiently, supporting both company growth and a high-quality family experience.

WHY JOIN US?

• Competitive compensation and benefits package
• Friendly office environment!
• Great exposure to the emerging field of Applied Behavior Analysis (ABA)
• A rewarding position seeing the results of children with ASD reach their full potential
  • Full Benefits package
  • Health insurance paid 95% by the company
  • Dental, Vision, and Life Insurance
  • 401K with a company match
  • Holiday Pay
  • PTO

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 BCBA
• Tracks and facilitates authorization processes, ensuring submissions, follow-ups, and approvals are completed efficiently
• Coordinates with recruitment/sourcing and HR to support timely and appropriate staffing for each client
• Ensures 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
• Contributes to building and refining workflows that support company growth
• 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

REQUIREMENTS:

• Proficiency in documentation, organization and tracking skills
• Exceptional attention to detail
• Decision making; Ability to multitask
• Positive attitude
• Computer proficiency
• Quick learner and ability to work in a fast-paced work environment where deadlines have to be met.

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