Client Care Coordinator

About Bloom and Thrive ABA

Bloom and Thrive ABA is a dedicated and mission-driven organization providing high-quality, evidence-based Applied Behavior Analysis (ABA) therapy services to children and families. We are committed to fostering a supportive, efficient, and ethical clinical environment.

The Role: Client Care Coordinator (CCC)

We are seeking a highly organized, proactive, and compassionate Client Care Coordinator (CCC) to be the operational hub of our clinic. This crucial role acts as the primary point of contact for our families and staff, managing everything from urgent scheduling needs to client onboarding and general office management.

The CCC is vital to maximizing our capacity to serve clients, particularly by stabilizing operations during the critical early morning rush.

Key Responsibilities and Duties

1. Scheduling and Crisis Management (The Core Function)

• Morning Operations: Be responsible for opening the clinic at 7:00 AM and ensuring a smooth start to the day.
• Urgent Coverage: Manage all same-day staff call-outs and client cancellations and immediately secure appropriate Behavior Technician (BT) or BCBA coverage to ensure continuity of care and maximize billable hours.
• Master Scheduling: Maintain and update the clinical schedule for all clients and staff, managing complex standing schedule requests, processing make-up sessions, and addressing conflicts.
• Staff Support: Process and track staff time-off requests and proactively secure coverage for future dates.
• Hand-Off: Provide a clear, comprehensive status update to the evening shift or clinic director prior to ending the shift at 3:00 PM.

2. Client Intake and Administrative Support

• First Impression: Serve as the professional, warm, and empathetic first point of contact for all incoming calls, emails, and in-person inquiries from current and prospective client families.
• Intake Pipeline: Manage the initial client intake process by fielding new inquiries, explaining the ABA process, and collecting necessary preliminary information.
• Records Management: Process and organize all new client paperwork (e.g., insurance forms, consent, HIPAA). Maintain and audit client files to ensure compliance and readiness for clinical hand-off.
• Billing Support: Conduct initial insurance eligibility and benefit verification for new clients to support the Biller and ensure all clinical staff complete daily session documentation.

3. Office Management

• General Administration: Manage all general office tasks, including receiving and distributing mail, managing office supply inventory, and placing necessary orders for both clinical and administrative materials.
• Facility Oversight: Ensure the physical clinic environment remains clean, organized, and welcoming throughout the day.
• Front Desk/Reception: Often serving as the point of contact for internal staff and external visitors/clients.
• Travel Arrangements: Arranging and booking travel, accommodations, and itineraries for remote staff when traveling.
• Event Planning: Planning and organizing internal staff events, meetings, or conferences.

4. Human Resources (HR) Support:

• Onboarding/Offboarding: Facilitating the setup and welcome process for new employees (setting up workstations, systems access, orientation) and handling offboarding logistics.
• Staff Coordination: Supervising, training, and delegating tasks to administrative or support staff.
• Policy Compliance: Ensuring the office adheres to company policies and health and safety regulations.
• Employee Support: Acting as a contact point for employee queries regarding office policies or administrative needs.

Qualifications

Preferred

• Minimum of 2 years of experience in a high-volume administrative, scheduling, or coordination role, preferably within a healthcare, medical, or clinical setting.
• Demonstrated ability to manage crises and make quick, sound decisions under pressure (e.g., finding coverage for urgent call-outs).
• Exceptional written and verbal communication skills, with a professional phone manner.
• Proficiency with scheduling software, Electronic Health Record (EHR) systems (e.g., Passage Health), and Google Workspace.
• Prior experience in an ABA (Applied Behavior Analysis), Behavioral Health, or Pediatric Therapy setting.
• Familiarity with medical billing terminology and the basics of insurance authorization processes.

Job Type: Full-time

Pay: $44,000.00 - $48,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Paid training
• Vision insurance

Ability to Commute:

• Kilmarnock, VA 22482 (Required)

Ability to Relocate:

• Kilmarnock, VA 22482: Relocate before starting work (Required)

Work Location: In person