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Position Overview
Level Ahead is seeking an ambitious, proactive, and family-focused Client Care & Scheduling Coordinator to oversee ongoing administrative support for our clients. This person will serve as a primary point of contact for families, manage client schedules, coordinate ongoing needs, and help ensure that authorized service hours are scheduled and delivered.
This is not simply a schedule-maintenance role. We are looking for someone who will take ownership of increasing both scheduled and rendered hours by identifying gaps, resolving barriers, and consistently following through with families and team members.
Key Responsibilities
Client and Family Experience
Build positive, professional relationships with families.
Serve as the primary administrative contact for ongoing client needs.
Conduct monthly check-ins with families to assess their experience, discuss concerns, and identify needed support.
Respond promptly to scheduling and service-related questions.
Ensure families feel informed, supported, and cared for throughout their time with Level Ahead.
Escalate clinical or other specialized concerns to the appropriate team member.
Scheduling and Service Utilization
Create and enter client schedules in CentralReach.
Make ongoing scheduling changes and adjustments accurately and promptly.
Proactively maximize schedules so clients receive as many of their authorized treatment hours as possible.
Take ownership of increasing both scheduled and rendered hours.
Identify unused authorized hours, scheduling gaps, cancellations, and other barriers to service delivery.
Develop and implement solutions to improve schedule utilization and reduce missed hours.
Coordinate with families and team members to resolve scheduling issues.
Monitor the difference between authorized, scheduled, and rendered hours and take action when performance falls below expectations.
Case Coordination
Coordinate the administrative needs of each client's case across families, clinical team members, HR, and other internal departments.
Track and follow up on outstanding needs that could delay or interrupt services.
Communicate relevant scheduling and staffing updates to all appropriate parties.
Maintain accurate and up-to-date scheduling and case information.
Restaffing Coordination
Identify cases requiring restaffing or additional team members.
Communicate staffing needs clearly and promptly to HR.
Partner with HR throughout the restaffing process and follow up until coverage is secured.
Keep families and clinical team members informed about restaffing progress.
Coordinate staffing needs with HR without directly owning employee recruiting or hiring.
Key Performance Indicators
Percentage of authorized hours scheduled
Growth in the number and percentage of scheduled hours
Percentage of scheduled hours successfully rendered
Growth in the number and percentage of rendered hours
Client and family satisfaction with the Client Care team
Timeliness and accuracy of scheduling updates
Responsiveness to ongoing client and family needs
Successful coordination and follow-through on restaffing needs
Qualifications
Ambitious, results-oriented, and motivated to improve performance
Comfortable taking ownership of measurable outcomes, including scheduled and rendered hours
Experience in scheduling, client care, case coordination, healthcare administration, or a related role
ABA or behavioral healthcare experience strongly preferred
Experience using CentralReach preferred
Strong organizational, follow-up, and problem-solving skills
Excellent written and verbal communication
Ability to manage multiple cases and competing priorities
Strong attention to detail and the ability to collaborate across departments
Ability to communicate warmly and professionally with families
What Success Looks Like
A successful Client Care & Scheduling Coordinator does more than maintain existing schedules. This person actively looks for opportunities to increase scheduled and rendered hours, removes barriers that prevent services from taking place, and follows through until issues are resolved. At the same time, they ensure that families receive consistent, responsive support and have a positive experience with Level Ahead.