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Organizational Expert: Capable of juggling a high-volume caseload without losing sight of the details
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Effective Communicator: Able to navigate sensitive conversations with families and technical discussions with clinical leadership
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Accountability-Driven: A self-starter who thrives in fast-paced environments and prioritizes tasks based on urgency and impact
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Tech-Savvy: Proficient in Google Workspace/Microsoft Office and experienced with EHR or CRM platforms (Zoho experience is a plus)
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Accuracy-Focused: A "zero-error" mindset regarding data entry and compliance documentation
Strategic Scheduling & Staffing
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Precision Matching: Pair RBTs/BTs with clients based on location, availability, language, and clinical fit
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Schedule Optimization: Build and oversee comprehensive weekly/monthly schedules for the entire caseload
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Rapid Response: Resolve scheduling disruptions (cancellations or PTO) with same-day urgency to maintain continuity of care
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Capacity Monitoring: Track therapist workloads to prevent burnout while ensuring maximum coverage across service areas
Authorization & Regulatory Compliance
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Utilization Tracking: Monitor authorized hours to ensure full usage within approval windows, preventing revenue loss and ensuring Medicaid adherence
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Proactive Renewals: Alert clinical and billing departments of upcoming authorization expirations well in advance
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Data Integrity: Maintain meticulous, real-time records within Zoho and other EHR systems to ensure audit-ready documentation
Cross-Functional Coordination
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Primary Liaison: Act as the central point of contact for therapists regarding caseloads and logistics
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Clinical Collaboration: Partner with BCBAs to ensure scheduling aligns with treatment plans and supervision mandates
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Family Engagement: Communicate professionally with client families regarding session updates and confirmations
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Onboarding Support: Work with the Intake team to transition new clients from approval to their first session smoothly
Data Management & Reporting
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Performance Metrics: Generate weekly reports for the Operations team detailing coverage rates, utilization, and staffing gaps
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Trend Analysis: Identify and flag patterns in cancellations or no-shows to inform future workforce planning
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Real-Time Updates: Ensure all data entry in Zoho is completed on the same business day the change occurs
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